Metric of the Month: First Level Resolution Rate
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking […]
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Metrics and Measurements
Dashboards 101
Demonstrate a true picture of IT service and support when you select measures that resonate with the business Today’s service
Metric of the Month: Service Desk Balanced Scorecard
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking
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Use Custom Metrics for Insights into Your ITSM Data
Explore the pale blue dot to provide business value “Consider again that dot. That’s here. That’s home. That’s us.” Carl
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Metric of the Month: Percent Resolved Level 1 Capable
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking
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The Impact of Automation on Metrics
The original “help desk” was usually one person whose job it was to take notes about computer issues from users
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Metric of the Month: Tickets per User per Month
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking
Metric of the Month: Tickets per User per Month Read More »
Improve Your Service Desk with Right-Sized Metrics
Ask any service delivery professional if they want to make lasting improvements and they will all say, “Yes, of course!”
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The Journey to Team Excellence: Optum
Optum is a division of UnitedHealth Group, Inc., located in Eden Prairie, Minnesota. It is one of two major UnitedHealth
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Silent Suffering: Why Your Customers Don’t Contact You
Recently, an HDI member who is a senior IT manager asked a troubling question: Why do end users or customers
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