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The easy way to answer your question is to simply copy & paste from KPI libraries already available for service centers .... but this is not my way of doing things
As a matter of fact,I find the subject of selecing and qualifying KPI's a very challenging topic that requires thorough understanding of the business process and work flow associated with the entity being worked on which is the service center in your case.
It is important to distinguish btween key performance indicators (KPI's) and ordinary performance metrics (PM's) and even the more significant (yet often forgotten or ignored) key results indicators (KRI's)
This is a general observation that applies to service centers and any other functional unit, department, division or team in the organization. So, it is also important to understand the specifics of the function/unit/team/department that we are talking about.
In the area of service centers/call centers/help desk functions, the differentiating lines become so vague and people start confusing things together, taking anything that can be measured (performance metric) and treat it as a key performance indicator, ending up with tens or even hundreds of KPI's ... that are also very often confused with KRI's !!
My approach is to deal with the service center as an organizational entity with its own mission statement, possibly vision statement too, clear goals and objectives, services and beneficiaries from these services, and commitments to the extent of these services, what they include and what they don't, who qualified for them, on what basis, and how the services are provided in terms of quality, response, effectiveness ... etc.
Other things that matter to the service center include the level of satisfactiion of the customers inside/outside the organization, their appreciation or their dissatisfaction, complaints or thanks letters, ...
A governing framework of the relationship between the service center and its customers must also be developed based on these commitments possibly wihtin a negotiated/agreed service level agreement and clear service level targets for the differfent services provided by the service center.
An insight into how the services get processed and what they go through is very important to identify the measurement points along the execution path ... leading to performance metrics and later on to KPI slection and qualification
Let us review and insist on the golden rule that the ideal number of KPI;s should be between5 and10, same number for KRI's and possibly between50 -100 other performance metrics.
