As a Help Desk Supervisor the best advise I can give you is to find out what matters to your managers. What services are they looking to Bench Mark:
- MASL (Minimum Acceptable Service Level)
- Services requested (# password reset/restore, # of application errors, # of server outages)
- 1st call resolution
- escalation turn over
All of these things can be 'Bench Marked' depending on the objectives of the managers. My managers are most conserned with the MASL; how many issue resolved/referred within 48 hours, how many Outage and Priority 1 issues resolved with in 24 hours. I personally track issues resolved at 1st call, # of issues vs. # of calls, # of password reset/restore requests.
I don't know if this is the information you are looking for, but I hope it helps.
(moved within IT Service Management area, to get KPI best practices from a broader forum)
Well for BMC there are some pdf around on performance of 7.6.04 Sp1 ITSM and ROD 7.6.04.