The concept of customer satisfaction has shifted over the course of the last several decades, from satisfaction with a transaction to meeting a customer’s expectations from beginning to end. This idea evolved again with the prevalence of social media. Anyone with a Facebook, Instagram, or…
“Cost per ticket” may be the supposed reigning champ of service desk metrics but relying on a single metric alone isn’t enough. In addition, “cost per ticket” doesn’t reveal the entire truth about the real cost per service desk ticket. Even worse:…
The Basics of ITSM What is ITSM and how can it help your business? As you know, data and technology are continuing to expand into all aspects of business. IT services are a part of small and large companies across the globe. But…