Metrics and Monitoring for Service Desks and Help Desks
Roy Atkinson, Group Principal Analyst, Informa Tech | HDI and ICMI
About this talk
This webinar will cover the what and the why of measuring and monitoring in the technical support center. In addition to discussing some of the differences between a Service Desk and a Help Desk, we will cover:
- The Why of Metrics
- Industry Top Metrics – A Closer Look
- Myths of Measuring
- Back to Basics
- Consequences of Automation and Artificial Intelligence
- Monitoring: What and Why
Measuring and monitoring help us understand and improve our performance for the organization, but it’s important to be aware of some of the unintended effects of and overemphasis on metrics, and talk about why metrics should not be considered goals, but rather should be mileposts.
Who should attend: Directors and managers with responsibility for Service Desk or Help Desk operations
About the speaker
HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as Group Principal Analyst, he acts as in-house subject matter expert for HDI and ICMI, bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.
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