Metrics and KPIs
Numbers tell the tale. Whether you want to measure the average response time at your service desk or want to know where you stand with customer satisfaction, metrics and KPIs are the way to go. From measuring your Customer Effort Score to using SLAs and XLAs – seeing is believing.
Using a baseline measurement to achieve service excellence
Are you planning an improvement project within your organization? Consider performing a baseline measurement first. You’ll increase the chance of success.
Incident Management KPIs: a guide to better reporting
You want to meet your incident management targets, we all do. But what incident management KPIs should you focus on? And what targets should you aim for?
Making your IT Service Level Agreements more flexible
SLAs are great for reporting to management but too much focus on that may risk long term damage to your organisation. The solution? A shift towards XLAs.
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