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SLA s, Metrics Reporting

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SLA s, Metrics Reporting

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    1. 1 SLAs, Metrics & Reporting OH MY!

    2. 2 So What Is Being Measured? 2009 HDI Practices & Salary Report Compilation of survey data from 1053 respondents conducted May to July 2009.

    3. 3 Call Metrics

    4. 4 E-mail Metrics

    5. 5 First Call Resolution

    6. 6 Cost Per Incident

    7. 7 What Are Best Practices? Book: Measuring ITIL, by Randy Steinberg

    8. 8 Service Desk Metrics

    9. 9 Why These Metrics Matter

    10. 10 Incident Management Metrics

    11. 11 Why These Matter

    12. 12 Panel Discussion David Kempfer, Scottrade Matt Reisch, Technisource Mike Bell, Enterprise Holdings Cheryl Force, Monsanto

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