IT Support Ticket Resolution (Planned) Cycle Time

IT Support Ticket Resolution (Planned) Cycle Time

KPI Details

IT Support Ticket Resolution (Planned) Cycle Time measures the number of minutes required to resolve a planned IT support/service ticket (device change or move, hardware or software upgrade/update, new device set up, etc.), from the time the IT support employee arrives at the location where the work is to be performed until when the service request is resolved. A relatively high value for this metric is typically related to a few common factors, including inefficient and unstandardized incident resolution processes (i.e., poor customer incident documentation tracking, inefficient customer communication concerning what has already been attempted to resolve the issue, not arriving to the location prepared to resolve the issue, etc.), and sub-par IT support employee training and performance. Each of these factors can, as a result, reduce organizational capacity, delay the productivity of employees, increase the cost associated with ticket resolutions and increase the likelihood that rework and errors are occurring.

KPI Definition

The number of minutes required to resolve a planned IT support/service ticket (device change or move, hardware or software upgrade/update, new device set up, etc.), from the time the IT support employee arrives at the location where the work is to be performed until when the service request is resolved.

KPI Best Practices

• Adequately staff the IT Support function to prevent backlogs and delays due to understaffing
• Keep a manual of planned service tasks and tips that support employees can refer to if necessary
• Track KPIs such as error rates and tickets resolved per employee to identify low performers

KPI Calculation Instructions IT Support Ticket Resolution (Planned) Cycle Time?

Two values are used to calculate this KPI: (1) the number of minutes required to resolve a planned IT support/service ticket, and (2) the total number of planned IT support/service tickets resolved during the same period of time. Service Request Tickets involve planned work that requires a physical touch by an IT support employee to one or more devices. Planned IT support/service tickets involve the movement, addition or change to a device, hardware or software upgrades, device refreshes or set ups, etc. Tickets are defined as closed when the support ticket has been solved without being re-opened by support employees for a duration of time that is specified by the company. Do not count the time it takes the IT support employee to arrive at the location where work is to take place in this calculation.

KPI Formula :

(Sum of Minutes Required to Resolve Planned Tickets) / Total Number of Planned Tickets Resolved