All ResourcesDesktop SupportMemberWhitepapers Critical Cost Drivers | How Much Does Your Desktop Support Cost?Most companies believe that the cost of desktop support consists entirely of the personnel, technology, and facilities that comprise the desktop support organization. From a pure accounting perspective, this may…Angela IrizarryMay 10, 2012
All ResourcesMemberMetric of the MonthService Desk First Level Resolution Rate | Metric of the MonthFirst Level Resolution (FLR) is a measure of a service desk’s ability to resolve tickets at Level 1, without having to escalate the ticket to Level 2 (Desktop Support), Level…Angela IrizarryFebruary 23, 2012
