Metrics Roundup - Industry Benchmarks for IT Service and Support
Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to t...
180 DAYS LATER: REFLECTING ON PEOPLE, PREPAREDNESS, AND PERFORMANCE IN THE WAKE OF COVID-19
The COVID-19 pandemic disrupted business operations on an extraordinary scale, forcing organizations to reimagine, with ...
(R)Evolution: How to Carefully Evolve Your Metrics and Insights
Too often, ITSM data can accidentally lead you to the wrong conclusions. Here's how to think through the process of ...
HDI - Metrics and Monitoring for Service Desks and Help Desks
This webinar will cover the what and the why of measuring and monitoring in the technical support center. In addition to d...
Metrics that Matter: Service Level
It's human nature to be impatient when in need of technical support or customer service. It doesn't matter if cust...
Metrics that Matter: Cost
Cost per unit is a common metric throughout our economy. Many of you know the cost of a gallon of gas, or the cost for a...
HDAA Support Industry Quick Statistics 2019
This is a one page industry overview of the most sought after statistics from HDAA. It has proven extremely valuable as a ...

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