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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 joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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