Tracking raw ticket volume alone doesn't reveal whether an IT service desk is operating efficiently. Modern IT leadership relies on high-impact KPIs to measure team velocity, SLA health, and cost reduction.
1. Mean Time to Resolution (MTTR)
MTTR measures the average time elapsed from ticket creation until full resolution. A decreasing MTTR trend signifies improving technician efficiency and faster root-cause diagnosis.
2. SLA Compliance Rate (%)
The percentage of total tickets resolved within contractual SLA response and resolution targets (target: ≥ 98%).
3. Self-Service Ticket Deflection Rate
The percentage of user support queries resolved via self-service Knowledge Base solution articles before a ticket is submitted to a human agent.
4. Ticket Backlog & Throughput Velocity
The ratio of incoming ticket volume to closed tickets per shift, ensuring queues remain healthy without unassigned backlogs.