All ResourcesDesktop SupporteBooksMemberWhitepapers Introduction to Outsourced Desktop Support Metrics | Definitions, Formulas & Key Correlations This free eBook is an introduction to Outsourced Desktop Support Metrics including definitions, information on the importance of each metric & key correlations. A brief overview of each metric is listed…Angela IrizarryAugust 2, 2017
All ResourcesDesktop SupporteBooksMemberWhitepapers Introduction to Insourced Desktop Support Metrics | Definitions, Formulas & Key Correlations This free eBook is an introduction to Insourced Desktop Support Metrics including definitions, information on the importance of each metric & key correlations. A brief overview of each metric is listed…Angela IrizarryAugust 2, 2017
All ResourcesWhitepapers C-Level Success and the Secret Weapon of Service and Support Download the PDF: MetricNet's "C-Level Success and the Secret Weapon of Service and Support" presentation was delivered on Wednesday, November 2, 2016, at the FUSION 16 Service and Support Conference…Angela IrizarryNovember 2, 2016
All ResourcesDesktop SupportService DeskWhitepapers The Coming Enterprise Service Desk – How Information Technology Can Lead the Way in Enterprise Services Download 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 ResourcesService DeskWhitepapers ITIL and Benchmarking: Complimentary Disciplines Download 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 Support Download 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 SupportMemberService DeskWhitepapers Service and Support as a Business | KPIs that Tell the Big Picture Download This Article Forward To A Friend Most IT professionals are familiar with the operational metrics of service and support. KPI’s such as cost per ticket, first contact resolution…Jeffrey RumburgMarch 28, 2014
All ResourcesMemberService DeskWhitepapers The Seven Most Important Service Desk Key Performance Indicators Download This Article Forward To A Friend How Does YOUR Service Desk Stack Up? Part 2: Service Desk Key Performance Indicators (KPIs) The Seven Most Important Performance Indicators for…Angela IrizarryMay 21, 2013
All ResourcesMemberService DeskWhitepapers Service Desk Benchmarking Peer Group Selection Download This Article Forward To A Friend How Does YOUR Service Desk Stack Up? Part 3: Service Desk Benchmarking Peer Group Selection How to Ensure a Fair, Apples-to-Apples Comparison…Angela IrizarryDecember 22, 2012
All ResourcesDesktop SupportMemberService DeskWhitepapers IT Support Metrics Roundup Download This Article Forward To A Friend IT Support Metrics Roundup: A Year in Review By Jeff Rumburg For the past year, I’ve been breaking down one key performance…Angela IrizarryDecember 15, 2012
