One of the greatest inventions since the leaf blower is the help desk ticketing system. By tracking calls, these systems preserve solutions to previous problems and they document the number of people you helped in a given period. And that’s just the beginning. Ticketing systems also offer a...
Tag(s): metrics and measurements
Date Published - Last Updated May 11, 2016
Without clear objectives, metrics are just a pile of numbers. The good is when we beat our targets, the bad is when we fail to hit those targets, and the ugly is when we fail to set challenging objectives. Remember, like baseball, the only thing that really matters in the end is whether or not...
Tag(s): metrics and measurements, performance management, service desk, service delivery
Date Published - Last Updated February 25, 2016
In the beginning, it’s all about the basics: incident management, problem management, and change management. The momentum generated by the simple act of embracing the new concepts carries things forward—to a point. There is so much excitement that maybe, just maybe, things will really change...
Tag(s): metrics and measurements, service design, service management
Date Published - Last Updated February 25, 2016