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Help Desk Metrics. Susan Alexander, CMU Debbie DeYulia, Duke Ken Fauerbach, NYU Susan Grajek, Yale Karen Van Dusen, CMU. Agenda. What you want to know? CSG Help Desk Survey Metrics Results Possible Service/Help Desk Metrics Framework Relationship of Service to Help Desk

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help desk metrics
Help Desk Metrics

Susan Alexander, CMU

Debbie DeYulia, Duke

Ken Fauerbach, NYU

Susan Grajek, Yale

Karen Van Dusen, CMU

agenda
Agenda
  • What you want to know?
  • CSG Help Desk Survey Metrics Results
  • Possible Service/Help Desk Metrics Framework
  • Relationship of Service to Help Desk
  • Example of ticketing system stats and story behind the numbers
  • Supporting a New Service Roll out
  • Benchmarking
question
Question
  • What do you want to know about the help desk?
new service roll outs
New Service Roll Outs
  • Susan Grajek, Yale
benchmarking
Benchmarking
  • Karen Van Dusen, CMU
benchmarking1
Benchmarking
  • Interest in benchmarking ITIL-based (or other) metrics with CSG peers?
    • Work already done by Stanford and MIT, at least (NYU participated in survey in 2003)
  • A modest proposal (redux)
    • Name a “CSG benchmarking contact” for each member institution
    • starting place for CSG surveys and other ad-hoc benchmarking