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
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
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
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
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
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
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
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
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
