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ITSM Metrics that are Crucial for Optimizing IT Support

ITSM Metrics

Having seamless and effective support is very important for ensuring the smooth operation of businesses, most especially in this very fast-developing and well-connected world we live in right now.  However, to achieve this seamless yet effective support for your business, IT Service Management (ITSM) metrics play a pivotal role in evaluating, refining, and optimising IT support processes for your business. 

Imagine being lost in a forest, with a map. That's how it can feel when trying to optimise IT support without the right metrics. But fear not, This article is your compass, guiding you through the essential ITSM metrics that truly matter for navigating the path to support excellence.

Why Do These Metrics Matter?

Think of metrics as milestone indicator showing you your IT supports strengths and weaknesses. By tracking these valuable indicators, you can:

  • Identify areas for improvement: Metrics pinpoint bottlenecks, resource imbalances, and inefficiencies, allowing you to target your efforts for maximum impact.

  • Measure progress: Tracking metrics over time lets you see how your efforts are paying off, providing a sense of direction and motivation.

  • Boost customer satisfaction: Happy users mean thriving businesses. Metrics like customer satisfaction scores help you understand what resonates with your users and tailor your support accordingly.

  • Demonstrate value: Metrics paint a clear picture of your IT support's contribution to the business, justifying resource allocation and showcasing your team's impact.

ITSM Metrics

Important ITSM Metrics that are Crucial for Optimising IT Support

Now let’s delve into some important ITSM metrics that matter for enhancing IT support.

1. First Contact Resolution (FCR)

Important Note: At the heart of efficient IT support is the ability to resolve issues right from the first interaction. First Contact Resolution (FCR) measures the percentage of incidents or service requests that are successfully addressed on the initial contact with the support team.  Imagine calling IT with a problem, and they fix it right away without any back-and-forth. That's the magic of a high FCR rate, ensuring not only speedy resolutions but also a happy and satisfied user.

2. Mean Time to Resolve (MTTR)

Picture this: you report an issue, and IT starts working on it. Mean Time to Resolve (MTTR) is like a stopwatch measuring the average time taken by IT to completely fix the issue.  A lower MTTR means IT is responsive, fixing issues in no time. This not only keeps the business running smoothly but also minimises the time you spend twiddling your thumbs waiting for a solution.

3. First-Level Resolution

First-Level Resolution is an important metric indicating the frontline support's efficiency. It shows the percentage of tickets resolved by initial technicians, emphasising the importance of strong knowledge bases and adept troubleshooting skills. A high First-Level Resolution rate not only signifies swift issue resolution but also underscores the proficiency of the first-tier support team. This metric serves as a key performance indicator, spotlighting the frontline's capability to swiftly address and resolve user concerns, ultimately contributing to enhanced overall IT support effectiveness.

4. Customer Satisfaction (CSAT):

Have you ever been asked to rate your experience after getting IT support? That's Customer Satisfaction (CSAT) in action. It's like asking, "Did you like the service?" and letting you express how you feel. A high CSAT score means IT support is doing a great job, while a low score might signal areas that need improvement. It's a valuable tool for IT to understand how users perceive their service.

5. Ticket Volume and Trends:

Ever wondered how many issues IT deals with in a day, week, or month? Ticket Volume and Trends tell us just that. It's like looking at a busy highway, the more the traffic, the more we need to manage it efficiently. Monitoring ticket volume and trends helps IT plan resources, distribute workloads effectively, and spot patterns in common issues that might need a more permanent fix.

6. Technician Utilisation

 In the world of IT support, Technician Utilisation acts as a very important metric, akin to highly skilled mechanics in a bustling garage. It gauges the percentage of time technicians actively spend resolving tickets, mirroring the efficiency of their efforts. This metric ensures optimal staff utilisation. Identifying potential workload imbalances, it allows for strategic resource allocation, maximising the expertise of technicians. Just as a well-managed garage thrives on efficient mechanics, IT support flourishes when technicians are effectively utilised, contributing to streamlined operations and swift issue resolution.

7. Cost per Ticket

Cost per Ticket is a financial beacon in IT support, akin to counting every penny in your budget. This metric dissects the average cost incurred to resolve a ticket, acting as a fiscal compass for efficiency. By scrutinizing this metric, you gain insights into areas for potential cost reduction, allowing you to optimise expenditures. 

Partner with us to improve your ITSM metrics

Successful businesses depend on providing exceptional customer service, yet many support staff are blind to vital performance metrics. Service level optimisation is difficult without monitoring key performance indicators (KPIs) such as initial response time, resolution rate, and customer satisfaction. Jira Service Management can help with that.

According to Atlassian, companies that use Jira SM report more IT productivity, higher customer satisfaction ratings, and faster response times. As an Atlassian Partner, we at onpoint have the demonstrated ability to set up Jira Service Management precisely to meet the goals, KPIs, and procedures of your company. Get in touch with us right now for a personalised demo and a roadmap on how you use data-driven insights to improve customer service.

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