So…how are your metrics? Do you need a benchmarking warm-up? Well, there’s no time like the present. Let’s get cracking!
Tag(s): benchmarking, metrics and measurements
Date Published - Last Updated 8 Years, 5 Days, 13 Hours, 11 Minutes ago

 
KPIs aren't the goal—continual improvement is. Like ITIL itself, continual improvement is a cycle: once you've achieved a target, the cycle begins anew.
Tag(s): best practice, continual service improvement, framework and methodologies, KPI, ITSM, IT service management, practices and processes, reporting, reporting-and-analytics, supportworld
Date Published - Last Updated 7 Years, 294 Days, 19 Hours, 35 Minutes ago

 
Manufacturing, financial, retail, and pharmaceutical companies have long used predictive analytics for everything from anticipating parts shortages to calculating credit scores. But across industries, the software can also warn IT organizations about potential system failures before they affect...
Tag(s): metrics and measurements, technology
Date Published - Last Updated 8 Years, 5 Days, 13 Hours, 49 Minutes ago

 
In the beginning, it’s all about the basics: incident management, problem management, and change management. The momentum generated by the simple act of embracing the new concepts carries things forward—to a point. There is so much excitement that maybe, just maybe, things will really change...
Tag(s): metrics and measurements, service design, service management
Date Published - Last Updated 8 Years, 5 Days, 13 Hours, 52 Minutes ago

 
One of the greatest inventions since the leaf blower is the help desk ticketing system. By tracking calls, these systems preserve solutions to previous problems and they document the number of people you helped in a given period. And that’s just the beginning. Ticketing systems also offer a...
Tag(s): metrics and measurements
Date Published - Last Updated 7 Years, 294 Days, 19 Hours, 20 Minutes ago

 

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In this webinar, HDI’s senior writer/analyst, Roy Atkinson, will showcase new data from the 2016 Desktop Support Practices & Salary Survey. This data, previously...

Tag(s): webinars, supportworld, desktop support, research, benchmarking
Date Published - Last Updated 7 Years, 127 Days, 17 Hours, 24 Minutes ago

 
RedSeal Networks provides proactive enterprise security management solutions that continually assess and fortify organizations’ cyberdefenses while automating compliance. Its engineers provide global, round-the-clock support, troubleshooting any obstacles to the analysis and improvement of...
Tag(s): continual service improvement, security management, metrics and measurements, customer service
Date Published - Last Updated 8 Years, 5 Days, 12 Hours, 48 Minutes ago