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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Stephen Mann | 1 Comment on Is Call Abandonment Rate a Misunderstood IT Service Desk Metric?
There are three common IT service management (ITSM) areas where IT service desks often state that they’re struggling, or at least say [...]
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Joe the IT Guy | 2 Comments on ITSM Basics: The State of IT Service Desk Metrics as We Enter 2019
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.