In this course You learnhow to align Service desk (Help desk) goals and activitiestobusiness goals;develop multi-level metrics (KPI) for Service desk as a team, and individual KPI for team members.

In the second part of the course you learn how to calculate financial bonus for Service desk staff according metrics achieved, and motivate help desk operators and engineers.

I give you an example of balanced KPIs of Help Desk and their decomposition to individual metrics.

You learn how to develop a balanced KPI system for a Service desk team and its individual members!