All ResourcesDesktop SupportMemberWhitepapers Critical Cost Drivers | How Much Does Your Desktop Support Cost? Most companies believe that the cost of desktop support consists entirely of the personnel, technology, and facilities that comprise the desktop support organization. From a pure accounting perspective, this may…Angela IrizarryMay 10, 2012
All ResourcesMemberMetric of the MonthService Desk First Level Resolution Rate | Metric of the Month First 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
