All Resources, Desktop Support, Member, Recorded Webcasts, Service Desk
The High Performance Support Organization – Benchmarking Data from the Industry’s Top Performers
Benchmarking is a well-established tool for measuring and managing service and support performance. Effective benchmarking allows an organization to quantify the performance of its support desk, compare to others in the industry, identify performance gaps, and define the actions necessary to close the gaps. The power of benchmarking is that it enables a support organization… Read More
All Resources, Desktop Support, Member, Recorded Webcasts, Service Desk
Ensuring Success in IT Service and Support: Case Studies from the Front Lines
Every IT support organization aspires to perform at a high level. So why do so few manage to achieve World-Class performance? We invite you to join MetricNet as we review case studies from some of the world’s foremost service and support organizations. Learn how these industry superstars: •Maximize Customer Satisfaction •Reduce Ticket Volumes •Manage Service… Read More
All Resources, Desktop Support, Member, Recorded Webcasts, Service Desk
Benchmarking Roundup: Summary of 2015 Service and Support Benchmarks on BrightTALK
Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2015 Global Benchmarking Initiative for Service and Support, discuss the methodology, define the KPIs… Read More
All Resources, Member, Recorded Webcasts, Service Desk
Service Desk Best Practices on BrightTALK
In this webcast, MetricNet will share the key success factors from the industry’s top performing Service Desks. Attendees will: HEAR how the industry’s top performing Service Desks achieve world-class status. LEARN key strategies for enhancing your Service Desk performance. APPLY Best Practices from your peers in the industry. To continue reading, you must become a… Read More
All Resources, Desktop Support, Member, Recorded Webcasts, Service Desk
The Role of IT Leadership in Service and Support on BrightTALK
As the gateway to IT for most end users, service and support is the biggest driver of customer satisfaction and can generate a tremendous return on investment. IT leaders and managers who ignore these facts do so at their own peril, for the simple truth is this: the success and longevity of an IT management… Read More
All Resources, Member, Recorded Webcasts, Service Desk
Past and Present: 25 Years of Service Desk KPIs on BrightTALK
Service desk KPIs have evolved and matured significantly over the past two decades. Today’s service desks routinely track twenty or more KPIs, and the focus has shifted from tactical/operational metrics to the more strategic metrics of business value and ROI. In this session, you’ll take a journey through the past and explore twenty-five years of… Read More
All Resources, Member, Service Desk
Unleashing The Enormous Power of Service Desk KPIs | PDF Download
Did you miss our webcast on IT Service Desk Metrics? Well, you’re in luck! You can now download the slides to ‘Unleashing the Enormous Power of Service Desk KPIs!’ Join the thousands of attendees who use MetricNet’s monthly webcasts to achieve World-Class Performance. Here’s what some of our viewers have said: “Awesome Webinar!! I’m very glad I had… Read More
All Resources, Member, Service Desk
VIDEO | Unleashing the Enormous Power of Service Desk KPIs!
Did you miss our webcast on IT Service Desk Metrics? You can now watch the recorded version of ‘Unleashing the Enormous Power of Service Desk KPIs’. Join the thousands of regular attendees who use MetricNet’s monthly webcasts to achieve World-Class Performance. Here’s what some of our viewers have said: “This was my 1st experience with MetricNet, and… Read More
All Resources, Member, Service Desk
Past and Present: 25 Years of Service Desk KPIs
MetricNet’s “Past and Present: 25 Years of Service Desk KPIs” presentation was delivered on Friday, March 27, 2015, to a standing room only crowd at the HDI Service and Support Conference! In this article, you will be given the opportunity to view and download the slides from this exclusive MetricNet presentation. Join the thousands of… Read More
All Resources, Desktop Support, Member, Service Desk
The Role of IT Leadership in Service and Support
MetricNet’s “The Role of IT Leadership in Service and Support” presentation was delivered on Thursday, March 26, 2015, to a standing room only crowd at the HDI Service and Support Conference! In this article, you will be given the opportunity to view and download the slides from this exclusive MetricNet presentation. Join the thousands of… Read More