Measuring time with a helpdesk software

Defining metrics and measuring time is fundamental for your company to take well-informed decisions and focus its resources on what generates value. Metrics indicate the priorities of your company and provide valid information on the status of your organization: They tell you whether something is going wrong or show you your organization is reaching its targets.

There are various tools on the market that give you the ability to monitor and track metrics. Depending on the metrics you are interested in, you will need to identify the most suitable tool. Help desk software is the right solution for measuring time-related metrics of the services you offer to your customers.

Why is it important to measure Time To Resolution with a Help Desk software?

Time to Resolution refers to the time it takes for a support representative to solve a ticket, from the moment it is reported until it is closed. It is a critical metric for measuring the efficiency and effectiveness of a help desk team.

TTR considers the entire process of diagnosing and solving the problem, including any necessary communication, collaboration, and troubleshooting. While a shorter resolution time is generally preferable, it is essential to balance speed with the accuracy and quality of the resolution.

Measuring Time To Resolution with a Help Desk Software can help you organization:

1. Performance monitoring

Providing valuable insights into the performance of individual help desk agents. The shorter the time, the less time it takes for your customer service team to solve a ticket, though careful attention must be given to the quality of the service offered.

2. Continual improvement

With TTR you can identify patterns and trends that may indicate areas of inefficiency, such as recurring issues, bottlenecks, or skill gaps, allowing you to implement preventive measures, improve procedures and achieve better business outcomes.

3. Customer service

Time To Resolution can directly impact customer service, satisfaction, retention, and loyalty. In fact, customers who receive prompt and effective solutions to their issues are more likely to have a positive experience and remain loyal to the company.

Why is it important to measure Mean Time to Restore Service with a Help Desk software?

Measuring Mean Time to Restore Service (MTRS) is a key performance indicator that quantifies the average time it takes to restore a service after an incident has occurred. It provides insights into how well IT services can recover from incidents, contributing to the overall reliability and availability of IT systems.

MTRS represents an essential metric in the context of IT Service Management for these main reasons:

1. Service Level Agreement (SLA) Compliance

Measuring MTRS helps in assessing and ensuring compliance with those SLAs that define the expected timeframes for service restoration. Meat Time to Restore Service provides a tangible metric for evaluating the organization’s ability to meet its service commitments.

2. Operational Efficiency

A lower MTRS suggests that the organization has effective processes, skilled personnel, and the necessary resources to respond to and resolve incidents promptly.

3. Risk Management

Longer restoration times may expose an organization to increased operational risks and potential negative consequences. Monitoring MTRS helps in identifying areas where additional investments or improvements may be needed to mitigate risks.

4. Cost Implications

Downtime can result in increased costs for your organization. Measuring MTRS with an advanced help desk software allows you to understand the financial impact of service disruptions, including potential revenue loss, productivity declines, and additional expenses associated with resolving incidents.

Why is it important to measure Mean Time Between Failures with a Help Desk software?

Mean Time Between Failures (MTBF) provides insights into the reliability and performance of IT services and systems. It is a strategic metric that can be easily measured with a Help Desk software such as Deepser to identify areas of improvement, invest in new technology and review processes for higher levels of service reliability.

In fact, Mean Time Between Failures supports risk management, proactive maintenance, and helps organizations meet service level commitments, contributing to the overall effectiveness and efficiency of IT service delivery.

The main benefits of measuring MTBF with a help desk software are:

1. Proactive Maintenance

By understanding the average time between failures, IT teams can schedule preventive maintenance activities to reduce the likelihood of unplanned downtime and ensure the continuous availability of critical services.

2. Service Reliability

MTBF shows how often IT service providers can expect failures to occur, allowing them to proactively address potential issues and enhance the overall reliability of services.

3. Resource Allocation

MTBF helps you allocate resources more efficiently. For systems with a higher MTBF, resources may be allocated to other areas or used for improvement initiatives. For systems with a lower MTBF, additional resources may be directed toward preventive maintenance or upgrades.

4. Incident Management

Mean Time Between Failures can provide a baseline for expected system reliability. When failures occur more frequently than predicted by the MTBF, it prompts a closer examination of incidents and a potential reassessment of service management processes.

Time metrics in a Help Desk Software

Time to resolution, Mean Time to Restore Service and Mean Time Between Failures are crucial metrics for evaluating and improving the efficiency, effectiveness, and overall performance of IT service management. Your organization can work on multiple aspects to improve this metrics, such as optimizing workflows, providing additional training for agents, improving communication and setting realistic goals.

Deepser Help Desk Software has the tools necessary to offer a reliable and responsive IT services that meet and exceed customer expectations. Get in touch to find out how we can help you set up the perfect Help Desk.  

And remember, time matters because your time is valuable to you and your customer’s time is valuable to them!