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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. 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

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  1. Help Desk Metrics Susan Alexander, CMU Debbie DeYulia, Duke Ken Fauerbach, NYU Susan Grajek, Yale Karen Van Dusen, CMU

  2. 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

  3. Question • What do you want to know about the help desk?

  4. Relationship of Service Performance to Help Desk Utilization

  5. Relationship of Service to TicketsSeptember Help Desk Tickets for ResNet Service

  6. September Help Desk Tickets for ResNet Servicewith Context

  7. September Help Desk Ticketsfor ResNet Service by Item

  8. New Service Roll Outs • Susan Grajek, Yale

  9. Help Desk functional support

  10. Help Desk staff required for functional support

  11. Benchmarking • Karen Van Dusen, CMU

  12. 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

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