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Gartner® Report

8 KPIs That Demonstrate How Self-Service Initiatives Advance Your IT Service Desk

Are you collecting the right data to evolve your service desk? 

With self-service portals taking center-stage at your service desk, it’s more important now than ever to make sure you are accurately gauging their performance and impact on the service desk. Failing to measure the right data can result in massive oversight and budget missteps. Beyond that, measuring the right KPIs can help you understand the ROI of your self-service tool so that you can better plan how to optimize it. 

But, measuring the right data is only the first step. Gaining the right perspective on the data is just as critical. 

To help you understand which KPIs you should be measuring and how to put them into the right context, 8 KPIs that Demonstrate How Self-Service Initiatives Advance Your IT Service Desk 

We believe this Gartner report will help you tackle some of the biggest challenges you may be facing, including: 

  • How to measure the cost, success rate, failure rate, speed, and satisfaction of Level-0 self-service support 
  • How to prevent misrepresentation of existing metrics to understand the greater impact on the IT organization 
  • Why to add perspective to your data  
  • And more! 

Get your complimentary copy of the report today! 

Gartner, Gartner Report: 8 KPIs That Demonstrate How Self-Service Initiatives Advance Your IT Service Desk, Chris Matchett, 6 March 2019, Refreshed 22 September 2020 

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. 

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