IT Service Desk Metrics and Benchmarks – Where’s the Value?
As to why IT service desks need metrics and benchmarks, the answer will depend on whom you ask. You don’t always get the right answer either. To help, this article looks at the potential power of, and issues with, IT service desk metrics and benchmarks.
How to Define, Measure, and Report IT Service Availability
To measure, document, and report IT service availability in ways that will be helpful to your organization and your customers you need to do two things…
8 Tips for Better IT Service Desk Metrics
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.
The ITIL 4 Service Desk Guide – Process, Practice, Function?
This article by Jamie Bell focuses on one of the ITIL 4 Service Management Practices – the Service Desk practice. As well as the associated practice guide and what it entails. Get all the details here.
Flow Metrics Explained
This article explains what flow metrics are and how they’ll help the operations and outcomes of your service teams and the people within them. Read David Stewart’s insights here.
Here’s How to Make Your ITSM and IT Support Metrics Work Better
Have your metrics got too much of an internal focus? Perhaps your SLAs are seen as the adjudicator of performance success? Or maybe you do nothing with performance metrics? Read this article for some simple suggestions to make your ITSM and IT support metrics work better for you and your customers.
The Pros and Cons of IT Service Desk Benchmarks
Benchmarks can be powerful tools in understanding how well your IT service desk is performing and for the identification of improvement opportunities. With that in mind, this article aims to help you to better understand some of the cons, that sit alongside the pros, of using IT service desk benchmarks.
From SLAs to XLAs: Rethinking End-User KPIs for ITSM
Are you still using the same old metrics, key performance indicators, and reactive processes to manage new and modern technologies? It’s time to broaden the scope of your metrics towards XLAs, here David D’Agostino looks at why and how to move past traditional SLAs.
The Importance of Managed Emotional Metrics in ITSM
This article focuses on the importance of emotional metrics. Opinions are subjective of course, however the power of human instinct and feeling should not be ignored. If the customer perceives the service to be sub-par, then the chances are this is the case – regardless of the attainment of any SLA!
The State of Today’s ITSM
How many people are actually using ITIL? DevOps? And are they able to measure their success? Here Roy Atkinson dives into the State of Today’s ITSM.