People often say “what gets measured gets improved,” but they rarely say what, exactly, should be measured. With the recent developments in the reporting capabilities of IT help desk software, hundreds of key performance indicators (KPIs) and metrics can  be measured and monitored. But that doesn’t mean  you should measure them all. Only the KPIs and metrics that are critical to your IT help desk need to be measured to improve service delivery.      

This blog series describes  the eight KPIs that are critical to every IT help desk. These KPIs help meet basic IT help desk objectives such as business continuity, organizational productivity, and delivery of services on time and within budget. The KPIs are as follows:

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Monitoring these eight KPIs will ensure continuous improvement. Beyond these, of course, every IT help desk should constantly monitor and strive to improve end-user satisfaction.

This blog series on the 8 KPIs will help IT admins understand the importance of these 8 KPIs, their impact on the help desk performance and business, the tips to improve these KPIs, and finally achieve the help desk and business objectives.



  1. teamp_acc

    What does KPI mean. Would be nice to explain acronyms in the introduction

    • Thanks for your feedback. We’ve updated the blog to make that clearer.