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5 blogs in the category 'Metrics and KPIs'

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?...

29/08/2019

4 customer satisfaction KPIs for your service desk

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

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...