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Focus book home

Focus Series

Each short, easy-read publication focuses on a specific topic to give you actionable items on initiatives such as service catalogs, marketing the help desk, handling difficult customers, and establishing service level agreements.


metrics guides

Metrics Guides

This set of books outlines a common framework for managers to benchmark and measure metrics within their organizations. Each booklet is broken down by its relationship to the balanced scorecard model, a common definition, the method of calculation, and its impact on the organization.


metrics guides

KPI Bulletins

Within each KPI bulletin a metric is defined, and key points are included about the use of the metric, the formula for calculating it if applicable, the source of the metric, and what HDI research has to say about the metric.