All ResourcesMemberMetric of the MonthService Desk First Contact Resolution Rate | Metric of the MonthCustomers tend to be impatient when they want service. It doesn’t matter if they are calling their bank, their cable company, or their service desk. They want a resolution to…Jeffrey RumburgJuly 17, 2018
All ResourcesDesktop SupportMemberMetric of the MonthService Desk Customer Satisfaction | Metric of the MonthEach month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause-and-effect…Jeffrey RumburgJune 16, 2018
All ResourcesMetric of the MonthService Desk Service Desk Cost per TicketDownload This Article Forward To A Friend Each month MetricNet highlights one Key Performance Indicator for Service and Support. We define the KPI, provide recent benchmarking data for the metric,…Jeffrey RumburgMay 22, 2017
All ResourcesDesktop SupportService DeskWhitepapers The Coming Enterprise Service Desk – How Information Technology Can Lead the Way in Enterprise ServicesDownload This Whitepaper Forward To A FriendEnterprise Service Desk - It's Common Sense ITIL, and more broadly, IT Service Management, is now a 31-year-old discipline. It was originally established in…Jeffrey RumburgAugust 15, 2016
All ResourcesDesktop SupportService Desk Headcount Guidelines for IT Service and SupportAs you walk the halls of your service and support organization, it’s clear that it takes more than agents and technicians to keep things running smoothly. A well balanced support…Jeffrey RumburgAugust 8, 2016
All ResourcesService DeskWhitepapers ITIL and Benchmarking: Complimentary DisciplinesDownload This Article Forward To A FriendITIL is now a 30-year-old discipline, and most IT organizations have embraced it to one degree or another. But many organizations struggle to define…Jeffrey RumburgJune 14, 2016
All ResourcesDesktop SupportService DeskWhitepapers Metrics, The Linchpin of Continuous Improvement in Service and SupportDownload This Article Forward To A Friend Continuous Service Improvement (CSI) is a noble goal that most IT service and support managers aspire to. But despite all the buzz about…Jeffrey RumburgJune 7, 2016
All ResourcesDesktop SupportService Desk Is Your Support Organization Right-Sized?Optimizing headcount is a common challenge in most support groups. In fact, MetricNet has found that the vast majority of service and support organizations are either under-staffed or over-staffed, and…Jeffrey RumburgFebruary 17, 2016
All ResourcesMemberRecorded Webcasts Unleashing the Enormous Power of Service Desk KPIsAn overview of best practices in Service and Support Performance Measurement. HEAR how the industry's top performing Service and Support organizations track and trend their performance! LEARN how to use…Jeffrey RumburgFebruary 16, 2016
All ResourcesCall CenterMemberRecorded Webcasts Call Center Best PracticesAn overview of Call Center Best Practices. HEAR how the industry's top performing Call Centers Achieve World-Class Status! LEARN key strategies for Enhancing your Call Center Performance! APPLY Best Practices…Jeffrey RumburgJanuary 12, 2016