Using Benchmarks to Drive Team Performance

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Presented by

Alex Allen MBA, Service Desk Manager, Leeds Beckett University

About this talk

How do you know if your individual analysts are performing well? Do they know if they're performing well? Does the business know they're performing well? In this video, Alex talks through how Leeds Beckett University uses balanced scorecards to drive performance within the Service Desk, and how they link service performance to departmental and organisational strategy using Objective and Key Results Mapping.
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The Service Desk Institute (SDI) has been connecting service professionals across the world since 1988 and is the leading global community for everyone working in the service and support industry. Our mission is to inspire service desks and support teams to be brilliant. With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM, service desk and support communities. A respected, trusted and independent advisor to the industry, SDI has inspired thousands of organisations and professionals around the world to embark on journeys of service improvement and to be the best they can possibly be. For more information, visit www.servicedeskinsitute.com