1. Help Desk Metrics Susan Alexander, CMU Debbie DeYulia, Duke Ken Fauerbach, NYU Susan Grajek, Yale Karen Van Dusen, CMU

2. Agenda What you want to know? CSG Help Desk Survey Metrics Results Possible Service/Help Desk Metrics Framework Relationship of Service to Help Desk Example of ticketing system stats and story behind the numbers Supporting a New Service Roll out Benchmarking

3. Question What do you want to know about the help desk?

9. Relationship of Service Performance to Help Desk Utilization

10. Relationship of Service to Tickets September Help Desk Tickets for ResNet Service

11. September Help Desk Tickets for ResNet Service with Context

12. September Help Desk Tickets for ResNet Service by Item

13. New Service Roll Outs Susan Grajek, Yale

14. Help Desk functional support

15. Help Desk staff required for functional support

16. Benchmarking Karen Van Dusen, CMU

17. Benchmarking Interest in benchmarking ITIL-based (or other) metrics with CSG peers? –Work already done by Stanford and MIT, at least (NYU participated in survey in 2003) A modest proposal (redux) –Name a “CSG benchmarking contact” for each member institution –starting place for CSG surveys and other ad- hoc benchmarking