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Where to find what to track?

By jdrichardson ·
I'm tasked with researching what information is considered best to track for a help desk. I know that tracking information is vital to measuring performance and improvement, but what information (for a helpdesk/service desk) is considered industry standard/best practices to track?
I'm hoping to find white papers, books, any resources that can will point me in that direction.

Thank you


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Funny, I was recently (yesterday)

by w2ktechman In reply to Where to find what to tra ...

put in charge of a similar project. It was either add this to my responsibilities (among other evils), or start looking for a new job. Except, for the whole department I need to come up with metrics to track, and then track them. There are several apps to track from too. For the call ticket portion, I have broken it down to this.
Track new, open, and closed calls
how many calls are opened/closed for dept.
individual performance, open/closed per person
hardware issues -- (non data HW issues)
setups -- (new systems and rebuilds)
software issues (standard SW)
software issues (non-standard SW)
HDD -- data issues (from failing/failed HDD, includes data recovery)

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