Which KPI should be closely monitored to assess the impact of the merger on help desk performance?

Following a merger, an IT department needs to ensure its support services remain robust.

Which KPI should be closely monitored to assess the impact of the merger on help desk performance?
A . Change in the number of support tickets after the merger
B . Employee turnover rate in the IT department
C . Average resolution time for support tickets
D . Percentage of IT budget spent on help desk operations

View Answer

Answer: C

Explanation:

Monitoring the average resolution time for support tickets after a merger is crucial as it provides direct insights into whether the merger has affected the help desk’s ability to resolve issues efficiently. An increase in resolution time might indicate integration issues or increased complexity in IT support demands.

Option A is incorrect because a mere change in the number of tickets does not directly indicate performance quality; it could merely reflect increased demand or broader service scope.

Option B is incorrect as employee turnover gives insights into staff satisfaction and stability but not direct help desk performance.

Option D is incorrect because the percentage of the IT budget spent on help desk operations reflects financial management rather than operational effectiveness.