Executive Development Programme in Tech Support Service Desk Performance Metrics
-- ViewingNowThe Executive Development Programme in Tech Support Service Desk Performance Metrics is a certificate course designed to enhance your understanding of key performance indicators in the tech support industry. This program emphasizes the importance of data-driven decision-making and provides you with the skills to measure, analyze, and improve service desk performance.
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⢠Introduction to Tech Support Service Desk Performance Metrics: Understanding the importance of measuring and tracking service desk performance, key metrics, and how to use them to improve service delivery.
⢠Service Level Agreement (SLA) Management: Defining SLAs, establishing measurable metrics, tracking performance, and ensuring adherence to meet customer expectations and satisfaction.
⢠Incident Management Metrics: Monitoring and analyzing incident management metrics, including incident volume, resolution time, and categorization, to improve incident response and resolution.
⢠Problem Management Metrics: Measuring and tracking problem management metrics, such as problem resolution time, recurrence rate, and root cause analysis effectiveness, to minimize the impact of IT issues.
⢠Change Management Metrics: Evaluating change management metrics, including change success rate, lead time, and rollback rate, to ensure successful and controlled changes to IT infrastructure.
⢠Customer Satisfaction Survey (CSAT) Design and Analysis: Designing effective CSAT surveys, collecting and analyzing data, and using the insights to improve service delivery and customer satisfaction.
⢠Balanced Scorecard for Tech Support Service Desk: Developing a balanced scorecard to measure and monitor the overall performance of the tech support service desk, including financial, customer, internal process, and learning and growth perspectives.
⢠Continuous Improvement Framework: Establishing a continuous improvement framework to regularly review and improve the performance of the tech support service desk using data-driven insights and best practices.
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