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Metrics

Using a baseline measurement to achieve service excellence
By Gökhan Tuna on November 29, 2018

Are you planning to do an improvement project within your organization? Consider performing a baseline measurement first. You’ll increase the chance of making your project successful.

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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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Metrics

Setting Help Desk Customer Experience KPIs that matter
By Sumit De on June 28, 2018

At the end of the day, it's your Service Desk customers have the last word about your services. And that's why it's increasingly important that you track how they feel about their...

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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

4 steps to better IT Customer Satisfaction Surveys
By Sumit De on October 3, 2017

Much like most Service Desks, you probably want to measure how well you're scoring with your customers. You make a survey, but the results just aren't coming in. Perhaps you should ask...

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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

4 KPIs to measure your customer satisfaction
By Martijn Meeder on August 8, 2017

Service desks are getting more customer-oriented, but their Key Performance Indicators (KPIs) stay the same. We still measure duration, response times and the number of processed calls...

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Metrics

3 ways to generate Service Desk reports you will actually use
By William Bolton on June 29, 2017

A lot of the time a lot of numbers get in the way of what we actually want to get to: the key takeaways. Simplify your reports by focusing on the key stuff that really matters. It will...

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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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