This 47-page introductory guide to Insourced IT Service Desk KPIs includes definitions, information on the importance of each metric & key correlations for 44 Insourced IT Service Desk KPIs. A…
Angela IrizarryAugust 21, 2020
Download This Article Forward To A Friend Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the…
Jeffrey RumburgApril 15, 2019
Download This Article Forward To A Friend Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the…
Jeffrey RumburgMarch 10, 2019
Customers 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
Each 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
Download the PDF Did you miss our webcast on IT Service Desk Metrics? Well, you’re in luck! You can now download the slides to 'Unleashing the Enormous Power of Service Desk…
Jeffrey RumburgApril 14, 2015
Did you miss our webcast on IT Service Desk Metrics? You can now watch the recorded version of 'Unleashing the Enormous Power of Service Desk KPIs'. Join the thousands of…
Jeffrey RumburgApril 14, 2015
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 There are a number of ways to measure the efficiency of a service desk or desktop support group. Metrics such as cost…
Jeffrey RumburgFebruary 13, 2014
