What Are The Metrics of Artificial Intelligence in Service and Support?
As part of our Metric of the Month series, MetricNet highlights how to measure how true artificial intelligence will hel...
How to Uncover Metrics That Matter
Too often, metrics that are considered sacred were put in place to please a forgotten stakeholder or because they came o...
(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 ...
Metric of the Month: How Process Drives Performance
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
Metric of the Month: Same Day/Next Day Resolution
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
Simple Tips to Manage End-User Feedback
Everyone who provides service and support strives to give the best experience possible. To ensure that we are hitting th...
Metric of the Month: Ticket Quality
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...

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