Establish the right ITSM metrics for your team- and your business.
Your IT service desk likely employs a large number—and a wide variety—of key performance indicators (KPIs) and metrics. Recent research by HDI and the Service Desk Institute (SDI) shows that more than 90 percent of IT service desks employ metrics to better understand performance, demonstrate value, drive improvement activity, and influence IT support-related decisions (although not necessarily all four of these).
In this exhuastive guide, you'll uncover: