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Sarah Bilton

Metrics

Incident Management KPIs: a guide to better reporting
By Sarah Bilton on July 12, 2018

Consistently meeting you Incident Management KPIs and matching SLAs is something we all contend with on a monthly, weekly and sometimes daily basis. Meeting Incident Management targets...

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Customer Experience

Why XLAs matter for your Service Delivery
By Sarah Bilton on June 7, 2018

Experience Level Agreements isn’t just another trending service concept with a cool acronym. It is something we really should be taking into consideration if we want to understand if we...

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Metrics

Service Desk KPIs, what are they and what are they not? Some examples.
By Sarah Bilton on March 13, 2018

So, you want to set some targets for your department. But where do you start? You’ve done some research and everybody who is anybody seems to be saying that KPIs are the way to go. But...

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Metrics

Getting a better grip of your Service Desk Reports
By Sarah Bilton on October 19, 2017

Reports are incredibly useful to any Service Department - but they can lose effectiveness if you aren’t sure what purpose you generated them for. The solution: cut down the amount of...

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Metrics

Tracking the correct Service Desk metrics
By Sarah Bilton on September 5, 2017

So you have successfully created an array of reports and figures that can tell you everything about every aspect of every call ever logged. Great! You now have a lot of interesting...

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Metrics

5 metrics that matter for your Service Department
By Sarah Bilton on June 9, 2017

What key metrics do you keep track of? When almost any interaction with your Service Department can be monitored, it's important to be able to pull out the right data for the right...

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