Using Service Level Metrics in Health IT Support

This guide provides a comprehensive examination of how service level metrics can be utilized to identify hidden costs and improve user satisfaction and efficiency within health system IT support desks. It outlines the importance of capturing the right metrics, specifically focusing on First Contact Resolution (FCR) and First Level Resolution (FLR). The document discusses the distinctions between these two metrics and their implications for understanding user experience and operational efficiency. It emphasizes the necessity of defining appropriate metrics to ensure they accurately reflect the service desk's performance and contribute to organizational improvement. Additionally, the guide includes case studies demonstrating how health systems have successfully addressed IT support challenges by leveraging these metrics. By analyzing both actual and in-scope FCR, health IT leaders can gain insights into productivity and cost savings, ultimately enhancing the quality of service provided to care providers and communities.