The average Desktop Support organization tracks fewer than 5 KPI’s. However, there are literally hundreds of KPI’s that have been defined for Desktop Support. The vast majority of these metrics,…
Angela IrizarryMay 10, 2012
Download 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
Cost per Ticket is the total monthly operating expense of Desktop Support divided by the monthly ticket volume. Operating
Angela IrizarryJanuary 23, 2012
Download This Article Forward To A Friend Desktop Support Best Practices Eight Essential KPIs Introduction When it comes to end-user support, most people automatically think of the Level 1…
Angela IrizarryDecember 17, 2011
% Resolved Level 1 Capable is a Desktop Support metric. It measures the percentage of tickets resolved by desktop support that could have been resolved by the level 1 service…
Angela IrizarryNovember 23, 2011
