In the fast-paced world of the help desk, businesses rely heavily on the help desk manager to monitor, evaluate, and manage a complex combination of ever-evolving metrics. The help...
I have noted on several occasions that the service desk’s two major goals are: (a) maintaining or improving customer satisfaction with the company or...
Organizations that have chosen to implement the ITIL framework primarily report that the implementation has reduced the cost of IT service management while improving...
Abandoned Call Rate (ACR) is a metric that can apply to a chat connection and to telephone contact between a customer and a service...
Today, IT management has access to hundreds of metrics that relate to different aspects of service desk operations. In the final analysis they should...
Today’s service desk technologies and reporting systems are advancing at a rapid pace. They capture enormous amounts of data, such as the average abandonment...
This article examining the service desk metric Average Speed to Answer(ASA) is the first in a series that explores and explains the various metrics...
I often get the question, what is the difference between a Key Performance Indicator (KPI) and a metric? Or, when in conversation I hear...
The Cost per Contact metric, also referred to as Cost per Call, measures the level of financial efficiency that your service desk delivers as...
While ITIL recommends a specific set of metrics to be monitored, which are discussed in detail in the ITIL metrics series of articles, below...