Which metric assesses the performance of desktop support against service level targets?

The correct answer focuses on "Request Fulfillment metrics," which are specifically designed to evaluate how effectively desktop support teams manage and resolve requests in accordance with established service level targets. These metrics typically include time taken to fulfill requests, adherence to SLAs (Service Level Agreements), and the efficiency of the support processes involved.

By analyzing Request Fulfillment metrics, organizations can directly see how well the desktop support team meets the expectations set by the service level targets, helping to drive improvements and ensure timely responses to user needs. Such metrics provide a clear picture of performance against the defined standards for delivering IT services.

In contrast, while average response time provides insight into the time taken to respond to requests, and customer satisfaction reflects user feedback, these are not direct measures of how well service level targets are achieved. Incident volume may indicate workload but does not assess performance against service level expectations, making Request Fulfillment metrics the most suitable measure for this purpose.