Smart Report: top 5 metrics

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Smart Report: top 5 metrics


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A collaboration between Hornbill and the Service Desk Institute (SDI)

Service desks today are deluged with information and statistics and we can often fall foul of measurement for measurement’s sake, without understanding the true reason or purpose of what we’re measuring.

This report, produced by SDI in conjunction with Hornbill, identifies the top 5 metrics that service desk manager’s rely on, and how they use this information once they have collected it. The results produced in this report were obtained from an online survey sent out to over 10,000 ITSM professionals.

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