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 […]
Metric of the Month: First Level Resolution Rate Read More »
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking […]
Metric of the Month: First Level Resolution Rate Read More »
Demonstrate a true picture of IT service and support when you select measures that resonate with the business Today’s service
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 »
Measurements are a way of communicating what is important to the organization. Take a moment and look at what your
Metrics that Matter to the Business Read More »
HDI and HDAA members are a group of community-minded problem solvers. They take their jobs of managing people, process, and
FAQ: How Do You Calculate First Call Resolution (FCR)? Read More »
Measures. Perhaps one of the most critical, yet often haphazardly defined concepts within an IT organization. If you don’t measure,
A Foolproof Guide for Identifying and Selecting Measures Read More »
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking
Metric of the Month: Cause-and-Effect for Desktop Support KPIs Read More »
And what do you plan to do about it? “The important thing is not to stop questioning.”Albert Einstein Service and
What Is Your Service Desk Data Telling You? Read More »
A service management roadmap is primarily useful for coordinating and implementing service improvements. A scorecard-based service management roadmap is one
Use Scorecards to Build Your Service Management Roadmap Read More »
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking
Metric of the Month: Annual Agent Turnover Read More »