Setting goals for your Help Desk is one of the best ways to ensure you have a successful Help Desk. In this series, Phil Gerbyshak will be sharing the goals for his Help Desk in 2007.
The first thing I need to do before I set any goals is think about what I want my service level agreement (SLA) compliance percentage to be. If you're not familiar with SLAs, the Service Level Agreement overview on Wikipedia is excellent. Our SLA has 7 levels, appropriately numerically named 1-7. We have 2 parts to our SLA, first response (time someone begins working on the ticket) and completed time (time we mark the ticket as resolved).
As we have already gotten buy-in from our end users on the 7 levels (we call them clients, as they are truly the ones who keep us around and pay our bills), we focus on meeting each level of the SLA 95% of the time on both halves of the ticket. We haven't completed posting the full 2006 SLA report card for our clients and IT staff to see how we did last year, but first blush shows we either met or almost met our goal.
2007 goal: 95% compliance for each level of the SLA on both first response and time to close.
Stay tuned for our next goal, Average Speed of Answer (ASA).
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Tracked on: January 5, 2007 7:45 PM | Permalink to Trackback