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.
5 service desk metrics for your service departments
When almost any interaction with your Service Desk can be monitored, how do you report on the right data? These are the service desk metrics to report on.
You might also be interested in
What IT organizations can learn from service failure at airports
Your service desk likely won’t be affected by snow storms or a pilots’ strike. But you can still learn from self service failure in the airline industry.
KCS: reduce IT call volume and service desk workload
How can you reduce the number of incoming calls and the average duration of the calls you do receive? Knowledge management is the answer.