IT service desk reporting is an essential IT service management (ITSM) practice, which can help to identify troublesome processes, training requirements, customer satisfaction, and more. Most IT service desk managers understand this and make the time for reporting, but often the reports produced aren't as effective as they could be. So, if you’re spending significant time creating performance reports that aren’t being read or acted upon by your department, then it would be wise to look at what your reports contain and how the important messages are delivered. Ultimately, do they hit the mark – and help the reader – or do they sadly hinder more than they help?

The selection of the right IT service desk performance metrics is an age-old challenge that’s again front and center for IT professionals with the newer focus on the metrics associated with employee experience and eXperience level agreements (XLAs). But there are so many metrics “basics” to get right first. This blog highlights 10 tips for improving your IT service desk’s key performance indicators (KPIs).