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Measure IT Success With These KPIs
IT departments are responsible for many facets of a business that extend far beyond server rooms: from opening and closing support tickets to implementing comprehensive digital transformation initiatives. But how can businesses ensure that their IT service department’s work is aligned with larger business objectives? “It’s important for teams to regularly measure success against a Service Level Agreement, which includes key metrics like abandonment rate, response time, and overall customer satisfaction.”
Incident Management: Building an ITIL Process
Incident management involves identifying and resolving disruptions to IT services. Discover how to create a successful incident management process.
Managed Services and IT Support for Higher Education
Whether or not students and faculty return to campuses in the next few months, investment in digital infrastructure, remote-ready platforms or tools and online learning resources will be crucial to the successful future of higher ed.
Enterprise Security and Remote IT Support—A Match Made in Necessity
Working from home is a new, and likely persisting, reality for many people logging on from around the world. Within this dispersed work environment, enterprise security has never been more important—or, arguably, more challenging—to get right.
IT Support in a 24x7 Work Environment
Even before the most recent wave of people logging on from outside the office network, remote work was on pace to increase 30% by 2030 globally. In the United States, the number of people who work from home tripled in the past 15 years, according to the Federal Reserve.
IT Service Desk: The Importance of Continuous Training
Leveraging an IT service desk that values continuous training can give companies the edge when it comes to resolving IT issues and fulfilling service requests.
IT Service Desk: The Importance of Measuring Quality Assurance
Evaluating and measuring Quality Assurance in the Service Desk is important because it ensures continuous improvement in consistency and quality of customer interactions across all channels.
IT Service Desk: Why Management Reports Matter
Maintaining an accurate IT Service Management database of Incident and Request tickets for customers provides valuable management information to all involved in an IT Organization.