Question

How are your IT service desk metrics performing?

  • 13 July 2021
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While we look to metrics and key performance indicators (KPIs) to assess performance, are you also looking at the performance of the metrics themselves? Are they what your service desk really needs? And, more importantly, are they what your organization and its employees need in terms of focusing service desk improvements on the right things?

I’d love to hear your views.


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