Define Measure Acheive. Repeat


Posts Tagged ‘Service Interruption’

Anatomy of a KPI – Mean Time to Restore Service (MTRS)

March 3rd, 2010

Mean Time to Restore Service is an important KPI that most help desks measure (or at least should). MTRS tells us about the average customer experience a user has when a service interruption is identified.

To calculate the MTRS you take the total amount of time of open incidents divided by the total number of incidents logged in a given time period (normally a month). I would recommend that the KPI only show the top 2 tiers of classification as performance on lower classification would probably reduce the usefulness of the KPI based on how most organization service their lower priority issues.

Now the usefulness of KPI is just that, ‘an indicator’. If it is going in the wrong direction (i.e. up) there is no reason to panic – the most important thing is to identify whether there really is an issue and if so then be in a position to address it as soon as possible.


The first thing to look at in regard to MTRS is to see whether Incident volume has spiked. When incident volume changes unexpectedly, the help desk doesn’t have a chance to change resourcing so the average time to restore service will often rise.


The second thing Read more…

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Charles Cyna Uncategorized , , , , , , , , , ,

Why Service Desk Managers have the most Challenging Position in IT

February 26th, 2010

The job responsibility itself is demanding.  Managing the group that provides support to end user’s IT related service interruptions, as well as being the face of IT.

Below are some of the key reasons that make fulfilling this role challenging.

1.  Right Staffing!  How do you staff a team effectively when the volume of communications can fluctuate widely?  And the cause of fluctuations are beyond the Service Desk Manager’s control (i.e. outage, change gone bad, new rollout, etc.)?

2.  Higher Staff Turnover!  Service desk staff, compared to other IT staff, tend to turnover at a fast rate.  The primary reasons include burnout from constantly dealing with frustrated end users, as well as, staff using the service desk as a stepping stone to other IT areas.

3.  Unrealistic End User Expectations!  Despite the magnitude and complexity of technology, the end users expect, that regardless of the nature of their communication / situation, the service desk analyst should be able to resolve their issue immediately. Read more…

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swaxler Uncategorized , ,