Case Study 4: Helpdesk Performance

Case Study Illustrating A Helpdesk Situation

The help desk must achieve 100% success in attaining all of the following:

Suggested modeling, solution A:

Metric	Resolution time for priority 1
Target	100
Tracking period	1 month
Unit of measurement	% of success
Contract parameter	Resolution time matrix
Service	Helpdesk
Service Domain	Helpdesk performance
Domain Category	Ticket resolution time
Timeslot	Always

The above matrix applies to three Metrics. For each priority, a separate Metric is defined with all of the priorities within the same categories.

Suggested modeling, solution B:

The Metric definition remains the same as shown in solution A.

Option 1:

Option 2:

Service	Helpdesk
Service Domain	Ticket management
Domain Category	Priority 3 ticket resolution time
Domain Category	Ticket response time
Timeslot	Always