The Right Metrics for Your Service Desk

Presented by

Rob England (aka The IT Skeptic) - ITSM author, commentator, and consultant

About this talk

When it comes to measuring the performance of a Service Desk, what are the right metrics to use and the right ways to measure? There is a lot of good advice on this topic already, but in this webinar, Rob England brings the IT Skeptic's critical approach to the question, and looks at: * What are the right metrics * How to achieve a balanced view * Being careful in interpreting the results Too many organizations settle for resolution times and call numbers to measure their Service Desk performance. Learn how these are not only not enough, but may not be the right metrics at all!

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