Measuring the Future: MIT and Stanford Benchmark the Help Desk

Both Stanford and MIT found their help desks operated and evaluated by anecdotes rather than facts. Both campuses asked, How effective is our help desk? How does it compare to its peers? Can we use our IT systems to better manage it? This session will review the strategic value of this work, the initial design, and the results. Then, help desk managers will discuss the weekly performance measures and the changes these measures have catalyzed.