Service Desk SLAs/KPIs

Wed, 21 Apr 2021 15:20:38 GMT

We have had our current Service Desk SLAs in place for many years these are the standard number of calls, time to answer, number of abandoned calls etc.

We would like to update these to reflect current industry standards especially in the areas of 'shift left' and customer satisfaction.

Can anyone please provide any examples?

Thu, 22 Apr 2021 13:32:33 GMT

Hi,

I'm the chair of the Strategy and Planning Community of Practice for itSMF, and these are the kind of good practice areas where we're looking to cover as topics.

There were some great sessions during the ITSM 2020 Conference that touched on this. The ones that caught my interest were from organisations that had adopted Net Promoter scores as a measure. These examples surfaced issues leading to negative scores, and helped drive improvements to both service and the Net Promoter scores from internal (and external) customers.

"Shift Left" would see Service Desk resolving more incoming calls on the first contact. So I've seen a measure of "calls fixed by first line" used to track this.

There is always a risk that setting this as a target in isolation will lead to Service Desk agents keeping customers on the line trying multiple ways to fix an issue when passing to second line would be better. So a balancing metric for average call duration is sensible to combine with this.

The other part of "shift left" would be self service and Chat Bots. I've found more challenges than positive examples here, which is why I'd go for Net Promoter score as an overall satisfaction rating.

I should also mention XLAs or eXperience Level Agreements which ITIL 4 has captured good practice on. Expect that to be a future topic for the Communities of Practice.

Hope that helps, and if there is anything further you'd like details on then please let us know (and of course look out for and feel free to join the Communities of Practice!)

Fri, 23 Apr 2021 14:58:27 GMT

Thanks very much for your response very useful.