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One of the areas in which service desks have traditionally struggled is in measuring performance. But which metrics are the most useful and how do you establish their measurement? Indeed, what exactly do we mean by metrics?
This quick guide from Service Desk Institute identifies the most popular industry metrics that you should be employing, considers the best ways to measure them and demonstrates how to utilise these measures to improve your service delivery.
Download this complimentary quick guide to learn:
•The key metrics you should be measuring
•How to use metrics to elevate your service delivery
•Which metrics establish the business value of your service desk
•And more...
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Tags: Data. Citrix, SLA, Service Level Agreements, IThound, white paper, SLA's.
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Call Centre Services | January 2013 | White Paper
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Employee Performance Management | October 2012 | White Paper
Customer Relationship Management (CRM) | July 2012 | White Paper
Human Resource Management | April 2012 | White Paper
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