A handful of critical metrics can be combined to create a single, overall measure of service desk performance.
Tag(s): supportworld, metrics and measurements, balanced scorecard
Date Published January 17, 2018 - Last Updated December 13, 2018
Today’s service management tools make it easy to publish dashboards showing the current state of IT service and support. But the tendency is to overdo things a bit…
Tag(s): supportworld, metrics and measurements, dashboards, business value, business alignment
Date Published December 19, 2017 - Last Updated December 18, 2017
Who has made an impact on the technical support industry? Help us put together the list of HDI’s Top 25 Thought Leaders in Technical Support and Service Management.
Tag(s): supportworld, support center, workforce enablement, technology, service management, desktop support, customer experience, metrics and measurements
Date Published December 7, 2017 - Last Updated December 12, 2017
First level resolution (FLR) is a measure of a service desk’s ability to resolve tickets at Level 1, without having to escalate the ticket to Level 2 or Level 3.
Tag(s): supportworld, metrics and measurements, first call resolution
Date Published November 16, 2017 - Last Updated December 6, 2017
Learn how one organization changed the paradigm of conventional IT and put people first instead of ticket metrics to improve service delivery and customer satisfaction.
Tag(s): supportworld, customer experience, customer satisfaction, IT service management, ITSM, metrics and measurements
Date Published November 1, 2017 - Last Updated December 6, 2017
Learn how one service desk improved first call resolution, implemented self-service password reset, and formalized a continuous improvement process.
Tag(s): supportworld, service management, six sigma, self-service, continual service improvement, first call resolution
Date Published October 31, 2017 - Last Updated December 6, 2017
Jeff Rumburg continues his series on KPIs for service and support with a look at desktop support cost per ticket.
Tag(s): supportworld, metrics and measurements, desktop support, costs, cost per ticket
Date Published October 18, 2017 - Last Updated December 6, 2017
Jeff Rumburg continues his series on KPIs for service and support with a look at agent job satisfaction.
Tag(s): supportworld, metrics and measurements, workforce enablement, training
Date Published September 13, 2017 - Last Updated December 6, 2017
Tracking metrics, measures, and KPIs is critical to understanding how your support center is performing.
Tag(s): supportworld, metrics and measurements, KPI
Date Published August 22, 2017 - Last Updated December 6, 2017
The power of benchmarking combined with an understanding of the cause-and-effect relationship of tech support KPIs cannot be overstated.
Tag(s): supportworld, benchmarking, metrics and measurements, support center, service desk
Date Published August 15, 2017 - Last Updated December 6, 2017