10 Metrics That Matter for IT Service and Support
We group 10 great columns from Jeff Rumburg of MetricNet that examine some of the key performance indicators of the IT s...
Rightsizing IT Service and Support - Staffing Ratios
One of the most common questions I hear from IT support managers is "How many analysts or technicians do I need to su...
The Metrics of Problem Management
Problem management is an important part of ITIL 4, but too often it gets neglected. As part of our Metric of the Month ...
A Deeper Look into Self-Service Metrics
There is so much more information that can be gleaned from metrics beyond the raw numbers offered about self-help page v...
Are You an IT Flat Earther?
Best of HDI in 2020 - #8 Having led several global IT teams, I've flown around the world visiting offices from Tro...
Outcome and Experience Metrics (OXMs) - Beyond the Watermelon
Metrics must reflect the increasing complexity of interconnected systems and services. But they must also do so in a way...
How IT Proved Its Worth in 2020
In the face of the COVID-19 crisis, IT showed incredible innovation and resolve, and silos were broken down between IT a...

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™.