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.
Month: January 2019
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.