In a previous blog I wrote about the need for a high performance Service Desk with the value proposition being reduced re-work, less down time, better utilization of higher cost resources (knowledge management), increased stability and predictable levels of IT services. In order to deliver this value, we must effectively communicate goals and business benefits in a language that the business finds relevant and meaningful. Consequently, metrics and reporting should reflect business outcomes and business needs. IT Support Metrics Average speed of answer. First Call Resolution. Average Escalation Duration. Total # of incidents recorded by: Service, CI, Assignment team. IT Goal Less down time, lower abandon rate, quicker speed of answer. Less down time, lower abandon rate, greater use of knowledge bases. Less Down time, predefined escalation paths, greater cooperation between technical resources. Precise picture of which services and Cis, having the greatest impact on t