All ResourcesService Desk Single Point of Contact (SPOC) | Service Desk KPIThe term SPOC refers to a Single Point of Contact support organization. This means that all IT issues, service requests, problems and incidents are first directed to the level 1…Angela IrizarryMay 10, 2012
All ResourcesDesktop Support Desktop Support Metrics: OverviewWhen it comes to end-user support, most people automatically think of the Level 1 Help Desk. The Help Desk has been extensively studied and researched, and the Best Practices for…Angela IrizarryMay 10, 2012
All ResourcesDesktop SupportNews and PressService Desk MetricNet Launches Industry’s First Online Benchmarking StoreToday MetricNet launched the industry's first online Benchmarking Store. The Benchmarking Store contains Service Desk, Call Center, and Desktop Support Benchmarks from around the world. Now, for the first time,…Angela IrizarryMay 1, 2012
All ResourcesDesktop SupportMemberWhitepapers The Zen of SupportDownload This Article Forward To A Friend The Zen of Support: The Path to Strategic Enlightenment All support organizations operate along a continuum of maturity. Newer organizations, and those…Jeffrey RumburgApril 21, 2012
All ResourcesMemberMetric of the MonthService Desk Agent Utilization | Metric of the MonthOne goal of every business is to achieve the highest possible quality at the lowest possible cost. It stands to reason, therefore, that cost and quality should be measured on…Angela IrizarryMarch 23, 2012
All ResourcesMemberMetric of the MonthService Desk First Level Resolution Rate | Metric of the MonthFirst 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 (Desktop Support), Level…Angela IrizarryFebruary 23, 2012
All ResourcesDesktop SupportMemberMetric of the Month Desktop Support Cost per Ticket | Metric of the MonthCost per Ticket is the total monthly operating expense of Desktop Support divided by the monthly ticket volume. OperatingAngela IrizarryJanuary 23, 2012
All ResourcesMemberService DeskWhitepapers Maximizing First Level Resolution | The Key to Minimizing End User TCODownload This Article Forward To A Friend How Does YOUR Service Desk Stack Up? Maximizing First Level Resolution: The Key to Minimizing End User TCO Introduction First Level Resolution…Angela IrizarryJanuary 17, 2012