Learn the difference between a metric and measure, understand why it’s important to define metrics, and know the difference between a KPI and a metric.
Date Published May 18, 2017 - Last Updated December 6, 2017
Cost per ticket is the total monthly operating expense of a service desk divided by the monthly ticket volume. Do you know your cost per ticket?
Date Published May 2, 2017 - Last Updated December 6, 2017
A new UFFA scoring method could help you gain a new appreciation for KCS expectations for your tech support staff and give you an action plan for optimizing KCS.
Date Published April 27, 2017 - Last Updated December 6, 2017
Metrics help us staff at the correct levels, show that we’ve improved (or not), and help keep us on track…when they are used properly.
Date Published April 5, 2017 - Last Updated December 6, 2017
SLAs establish a minimum level of service a tech support organization will provide to customers.
Date Published March 22, 2017 - Last Updated December 6, 2017
As technology changes and the work of desktop support shifts, the metrics we report might represent something different from before.
Date Published February 15, 2017 - Last Updated December 6, 2017
Change is the only constant, especially if you’re in the world of technical support. Teams move and change, processes need to be changed, and technology and tools change.
Date Published February 13, 2017 - Last Updated December 6, 2017
An operational level agreement (OLA) is an agreement between the IT service provider and customers that defines expectations for achieving SLAs.
Date Published February 7, 2017 - Last Updated April 19, 2019
These thought leaders are practitioners and consultants in the technical support and service management community and share insights on industry challenges and the future of the industry.
Date Published January 31, 2017 - Last Updated December 6, 2017
Since HDI started conducting research specific to desktop support, more than half the organizations responding have indicated an increase in tickets year over year.
Date Published January 25, 2017 - Last Updated December 6, 2017