Where do you get ITSM "best practice" help from?

  • 24 September 2021
  • 1 reply

Userlevel 7
Badge +10
  • Featured Influencer
  • 384 replies

While communities such as this are great for getting advice on how to do technical things with Freshworks products, what about when you want “operational” guidance on something like the structure of a priority matrix or what a suitable first-contact resolution (FCR) target would be?

Would you ask for help here too or would you seek advice from elsewhere? If so, where else would you look? Please let me know and share your helpful sources as a response. Thanks :)

1 reply

Userlevel 6
Badge +8

I highly encourage everyone to seek out peer groups for advice and benchmarking. Our company has benchmarking peers within our industry, but not in the same markets. Development organizations can also be a great resource like Next Gen Leader | InspireCIO Leadership Network I have found that I get more from these groups than from consultants.