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Showing posts from June, 2012

First Call Resolution

I was recently asked
"Do you have an average for the service desk of first call resolution?  We are trying to set a target for the team and I cannot find any data which gives me any indication what a good target would be."First call resolution (sometimes called "first contact resolution" or FCR) is an industry recognized metric for the performance of the Service Desk.   Analysts are measured on their ability to restore service to a user and close an incident during the first call or contact.    

This is a difficult metric to benchmark across all organizations and all incidents.   Factors such as incident complexity, service desk skills and empowerment,  outsourcing and remote control capabilities can influence the ability (or inability) to restore service during the first contact.

While ITIL acknowledges FCR as an important Service Desk metric, it steers clear of offering a target or benchmark.  Industry experts generally accept a FCR range of 65 to 80 %.   Despite t…

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