How to Build a Business Case for Your Next IT Project
The technology buying process can be challengingsecuring budget and corralling stakeholders aren't easy. But if you kn...
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...
Metrics that Matter: Balanced Scorecard
Despite all the data that support managers have at their fingertips, most cannot answer a very basic question: How is my...
Metrics that Matter: Customer Satisfaction
Customer satisfaction and cost per ticket are the yin and yang of a service organization. These metrics are in constant ...
Metrics that Matter: First Contact Resolution
First-contact resolution (FCR), as the name suggests, measures the percentage of tickets resolved on first contact with th...
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: Productivity
Agent salaries and benefits represent more than half of all service delivery costs. As a result, if agent utilization is h...

ITIL® and PRINCE2® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

RESILIA™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

DevOps Foundation®, is a registered mark of the DevOps Institute.

HDI® is a Registered Trade Mark. HDAA is the Australasian Gold Partner of HDI®.

KCS® is a Service Mark of the Consortium for Service Innovation™.