Tag: IT Support Metrics

Two telephones

Is Call Abandonment Rate a Misunderstood IT Service Desk Metric?

IT service desks are probably the most measured – in terms of performance – part of the IT organization. And they, and their people are “bending over backwards” to improve the quality of IT support and, increasingly, the end user, employee, or customer experience. Such service desks are likely charged with delivering [...]

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Posted by Stephen Mann Stephen Mann | Leave a comment


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So in case you hadn't worked it out yet, I'm Joe! Hello there. I'm a native New Yorker and I love everything connected to IT service management (ITSM). I'm a passionate blogger and Twitter addict, and I'm also the resident IT guy at SysAid Technologies.