This article shares a number of proven tips that can dramatically improve your customer satisfaction survey scores. They’re all relatively simple and can be easily adopted by your IT service desk to achieve the results you want with your customers. Take a look here.
Month: January 2019
You wouldn’t let someone with only 10 hours experience in a flight simulator, a theory exam certificate, and no real practical flying experience, fly a commercial jet! So why do we hire people purely based on whether they have an ITIL Foundation certificate? We need more than qualifications and certifications.
Here we delve into the top 10 IT service desk metrics according to industry research, before looking at the 8 common metrics mistakes made on the service desk – plus their impact. Plus we look at what needs to be done to avoid them and how to run them into positive performance management approaches.