Metrics and KPIs
Numbers tell the tale. Whether you want to measure the average response time at your service desk or want to know where you stand with customer satisfaction, metrics and KPIs are the way to go. From measuring your Customer Effort Score to using SLAs and XLAs – seeing is believing.
02/04/2023
Service desk KPIs: the low-down
So you want to set targets for your department. But where do you start?...
09/06/2022
5 key metrics for your Service Department
What key metrics do you keep track of? When almost any interaction with your...
29/11/2020
Baseline measurement to achieve service excellence
Planning to do an improvement project within your organization? Such as implementing Knowledge Management?...
12/09/2017
Making your IT Service Level Agreements more flexible
While Service Level Agreements in ITSM are great for many things, relying on them...