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This month, the CNS blogs are shedding some light on the often confusing task of finding an IT specialist for your business - choosing the right managed support service to meet your company’s unique needs can be a challenge for the uninitiated. Before you sign on the dotted line of your chosen support service contract, have a read through our Key Performance Indicators (KPIs) to ensure you receive the best possible IT support. 

Many of us have heard the sage advice “You can’t manage what you don’t measure.” This is particularly true for IT support.

Capital Network Solutions believe that effective performance measurement is not just a necessity, but a prerequisite for effective IT network management – and unlike many other IT support organisations, they use the relevant KPIs to their full potential.

Most IT support service companies only use such monitoring indicators to keep a log of their own performance.  To realise their true potential, KPIs should be used holistically, to:

  • Track and trend performance over time
  • Benchmark performance against industry peers
  • Identify strengths and weaknesses
  • Diagnose and understand the underlying reasons for performance gaps
  • Prescribe actions to improve performance
  • Establish performance goals for both individuals and the support organisation


In short, measurement and management of performance is a critical discipline which any world-class IT support service provider must master.


Most IT support service providers commit two common crimes when it comes to performance measurement: they do not track the right KPI’s, and they do not exploit their full potential as a diagnostic tool.

When it comes to KPIs for Desktop Support, less is more! Here are the 8 KPIs that really matter when you’re weighing up an IT support service:

  • Cost per help request
    How does the overall cost stack up against the numbers of unplanned incidents and routine service updates?
  • Customer satisfaction
    Are their previous or current clients happy with the service they receive? Check online for user reviews and comments on social media.
  • Technician satisfaction
    What are the staff you will be dealing with day-to-day like? A professionally fulfilled workforce is proven to increase customer satisfaction.
  • Technician utilisation
    How often will you actually see a technician? What kind of work do they typically spend their days doing? Do they spend long travelling? This will impact on costs and satisfaction levels.
  • First contact resolution rate
    How often do they provide a solution or outcome to a request for support in the first instance?
  • Mean time to resolve issues
    How quickly do they answer the phone or respond to emails? How soon are technicians put to work and problems resolved?
  • Service Desk capabilities
    How capable are the Service Desk staff? Are issues usually handled by Service Desk (Level 2) or Support Desk (Level 1)? Level 1 support will be more efficient but more expensive.
  • Balanced scorecard
    It’s important not to get bogged down in small details – look at the support service’s overall performance, as all the aforementioned important factors will change over time.

 To discuss your company’s IT support requirements, please call Capital Network Solutions’ Head Office on 0345 3054118 or email info@capitalnetworks.co.uk and we will put you in touch with the right person for you.

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