Which of the following is considered a Lead Indicator in desktop support metrics?

In the context of desktop support metrics, a Lead Indicator is a proactive measure that can predict future outcomes or performance. It provides insights into processes that can be adjusted to improve overall results before they become apparent in lagging metrics, which typically reflect past performance.

Response Time to incidents is considered a Lead Indicator because it directly influences how quickly issues are addressed, which can enhance customer experience and potentially reduce the overall time to resolve incidents. Monitoring response times allows support teams to identify efficiency in handling issues and make improvements where necessary. By focusing on response times, teams can implement strategies that preemptively increase satisfaction and reduce backlogs, leading to better overall performance metrics in the future.

Other choices, while important metrics, serve different purposes. For example, the average time to resolve incidents is a lagging metric that reflects past performance, while customer satisfaction surveys provide retrospective insights into user perceptions of support services. Technician performance reviews evaluate the past effectiveness of team members rather than guiding future adjustments in operations. Thus, these options do not fulfill the criteria of a Lead Indicator in the same way that response times do.