In today's business landscape, and particularly in the software industry, managing and optimising your IT infrastructure is becoming an increasingly central component in ensuring business success. With so many critical business functions taking place in the cloud, over the internet and via an ever-increasing number of devices, keeping an eye on your network service is essential in gaining the necessary amount of insight into the way your business functions. However, with the software tools we have access to today and the sheer amount of information they provide, it's easy to get lost in a sea of meaningless metrics and unimportant data.
As the primary touch point between the users of your network and your support staff, your service desk can tell you a lot about the health of your IT infrastructure, and how efficient your operations are. In this blog, we'll discuss some of the most important Jira Service Desk Metrics, and how to use them to your advantage.
- New Tickets – Number & Department Based
The first and most straightforward of the metrics you should be paying attention to is the generation of new tickets – which departments they come from, how many there are over a certain time period, the most common types of requests, etc. Being able to separate tickets according to the department they originate in gives you a broad idea of the health of each individual part of your organisation, and can alert you in good time to emergencies on your network. It's important to ensure each new ticket provides your service desk with enough information to resolve the issue as quickly as possible in order to minimise downtime and keep your workforce productive. To this end, it's essential that your ticket types are comprehensive and capable of catering to the unique needs of your business network. It's also essential to track the number of tickets solved – turning some tickets around in good time isn't worth much if you have others that sit unresolved for weeks on end.
- Time to First Response
The Time to First Response is the amount of time it takes between the creation of a new ticket, and the first public comment by a member of support staff on that ticket. The longer it takes for your service desk staff to respond to a ticket, the higher your chances of disgruntled users and the less efficient your organisation will be. A significant part of this comes down to expectation management – generally speaking, users want the reassurance that someone has seen their ticket and is attending to their problem. A simple, short message acknowledging receipt of the ticket will suffice, and making this a standard part of your processes will go a long way towards building goodwill among users and employees alike.
- Requester Wait Time and Time to Resolution
While Time to First Response is vital in managing your users' expectations, the time it takes to resolve this ticket and report back to the user who submitted it is even more important – not only in managing expectations, but to ensure as much uptime as possible. Requester Wait Time refers to the combined time a ticket remains unresolved while it is being worked on by support staff. The longer this time, the less efficient the support on that particular ticket has been. Time to Resolution, on the other hand, represents the time between a ticket being lodged and the ticket being solved. There are two distinctions to bear in mind here: Time to First Resolution specifies the time taken between the user logging the ticket and support staff solving it for the first time. Subsequently, the user may have further questions, or the solution applied by support staff may not have solved the problem on the client's side. Full Resolution Time refers to the amount of time taken from the ticket being opened to it being resolved for the last time.
- Number of Requests Resolved through use of Knowledge Base
For organisations that deal with high volumes of support tickets on a regular basis, the load on your IT support staff can become debilitating before long. To this end, having a public knowledge base or wiki page that your users can access could provide some much-needed respite for overworked support engineers. However, it's vital to track how your users make use of these portals, and how many tickets have been successfully solved through your knowledge base. If the number of tickets solved through your knowledge base are lower than you'd like, you might need to improve the state of your wiki page, or do more to make customers aware of the fact that it exists. With a comprehensive and easy-to-use self-help platform, you could achieve higher resolution rates, while freeing up time for your support staff to attend to more complex and pressing concerns.
Knowing the most valuable Jira Service Desk metrics is only the first step in ensuring that your IT infrastructure is as efficient as it can be. To get true value from this data, it's imperative to monitor and track these metrics as thoroughly as possible, and use that information to optimise and streamline your service desk wherever possible. Read more on how ServiceClarity can increase customer satisfaction and communication within your organisation: ServiceClarity for customer support