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As many of you know, MetricNet has now been in business for nearly 20 years and, during that time, we’ve created more than 50 products and services for our customers in the Service Desk industry. Our overarching goal is to provide our clients with the tools and insights they need to move the service desk forward. As a result, we have developed a continuous improvement guide that will help to dramatically advance your service desk on its journey of continuous improvement. The guide is organized as a typical progression that will enable you to methodically achieve World-Class performance!

In the guide, you’ll notice a series of goals. These are goals that typical service desks aspire to in their journey of continuous improvement. They include:

  • Staffing and Budget Validation
  • Establishing Performance Targets as well as Tracking and Trending Performance Overtime
  • Measuring ROI and Benchmarking your Service Desk

Once you have achieved each goal, simply mark it as complete and watch your progress bar advance as you get closer to the ultimate objective of World-Class performance!

I do want to emphasize that the improvement guide illustrates a typical progression. For example, after validating headcount, many organizations move on to validate the budget to determine if it’s too high, too low, or right about where it needs to be. So, you do not have to go through the goals in the continuous improvement guide in lock-step fashion. You can move around the guide based on your needs at any given point in time.

To download the guide, you must become a member. Membership is free and sign-up only takes a moment. Click the sign-up button below, complete the short form, checkout, and then come back to this page. No credit card is required and your membership never expires!

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Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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