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5 blogs in the category 'Metrics and KPIs'


Service desk KPIs: the low-down

So you want to set targets for your department. But where do you start?...


5 key metrics for your Service Department

What key metrics do you keep track of? When almost any interaction with your...


Baseline measurement to achieve service excellence

Planning to do an improvement project within your organization? Such as implementing Knowledge Management?...


4 customer satisfaction KPIs for your service desk

Service desks are getting more customer-oriented, but their Key Performance Indicators (KPIs) stay the...


Making your IT Service Level Agreements more flexible

While Service Level Agreements in ITSM are great for many things, relying on them...