The final step in developing the Help Desk Operations Guide document is to define how the performance of the department can be monitored and measured, so improvements can be made. This is an area often overlooked in planning for departments, and it is particularly important for help desk organization. Your goal in this stage of the project is to establish appropriate measurements for the help desk department for performance tracking and analysis.
- Identify at least 3 specific metrics that could be used for performance measurement of the help desk operations.
- Describe how the data will be collected and stored for each of these measures.
- Define goals for each of the metrics over a set of future times.
- Discuss a plan to achieve the stated goals for each metric.
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