The Top TEN Industry Benchmarks you NEED to see!📈
May 19, 2024 11:30 pm
Dear
Your business might be cruising along nicely and everything is going well, but exactly how well? How would you know if your organisation is the industry leader or if it's actually lagging behind?
You need data!💡
Relevant data is imperative in shaping your strategies and optimizing your operations. Without it, it can be pretty hard to see where you're going.
The good news is that we're here to help.
We've compiled a global ITSM Metrics Report📊 with the top KPIs that encapsulate the essence of the ITSM Framework.
Here are just ten of them:
- First Contact Resolution Rate - 68%
- Average Speed of Answer - 17 seconds
- Customer Satisfaction - 83%
- Service Level Agreement Compliance - 72%
- Incident Resolution Time - 4.5 hours
- Escalation Rate - 23%
- Ticket Volume (mean average) - 2200 per month
- Abandoned calls - 4.8%
- First-time fix rate - 71%
- Service Request Completion Time - 4.8 hours
The full report will be available for Members to access soon.
We're also currently compiling an in-depth report that is specific to Australasia, but we will need your help.
It's called the ITSM Metrics Project and we will be releasing a survey to gather the relevant data from our members in a few weeks. Your data will be 100% anonymous and will be used to help compile an accurate Industry Benchmark. Keep an eye out for it in your inbox!
Thank you for helping to make the ITSM Industry a better community of friendly collaboration.
Check out this live event
One of our Vendor Partners*, Systemology, is presenting the Jira Service Management Showcase in Sydney next month. Click here (or on the banner below) for all the details and to register for the event.
*Systemology is a vendor partner and this is a paid advertisement. HDAA is not affiliated with and is not endorsing the above-mentioned event.
Upcoming courses
📅21st May, 9am - 5pm
Managing Difficult Customer Situations (MDCS) Instructor-led training
Dealing with difficult customer situations can be extremely challenging. This HDAA Training day will give you an insight into the mechanics of difficult behaviours and how you can develop and implement simple yet effective strategies to better manage these situations.
📅23th May - 24th May, 9am - 5pm
HDI® Desktop Advanced Support Technician (DAST) Instructor-led training
In this 2-day course, participants will learn the skills necessary to deliver quality services in today’s complex and evolving support environment.
The HDI® Desktop Advanced Support Technician (DAST) certification course, participants will learn the skills necessary to deliver quality services in today’s complex and evolving support environment.
This training focus on enhancing the image of the support organization by providing excellent customer service as well as increasing the productivity and capabilities of users, customers, and the business.
The HDI certification validates that desktop and advanced technicians possess the required best practice knowledge and skills to provide quality technical support and guidance to stakeholders.
Too busy? Let us do the work for you!
At HDAA we are all about making your work life easier, so if you'd like to book a course, register for an event, find a Template, or just have a chat, then let us do it for you.
Our Member Ambassador, Chris, is just a phone call away: 1300 130 447. His favourite thing is talking to our Members, so make his day and say "Hi".
While he's helping you, he might even tell you about that time he saw a UFO. You'll never know unless you call him.😊
Remember, every email you read brings you one step closer to the weekend. Stay awesome!
Cheers,
P: 1300 130 447
