This data-backed blueprint will help organizations improve the metrics their service desk is measured by to align IT with strategic business goals better. The new resource is intended to guide IT ...

Dear Bob ...You've written before about Help Desks and how hard it is to establish useful metrics [for example "Another helpless desk," Keep the Joint Running 12/17 ...

"Feedback is important because traditional service desk metrics can only tell so much," says Natalie Sansone, research director at Info-Tech Research Group. "We often see what's called the ...