Are you drowning in spreadsheets, charts, and graphs and not able to really make sense of the output? So many numbers and so few answers.
There’s no doubt that service desk admins and managers are constantly bogged with “What are the metrics that should be measured?” or “What are the numbers that should be reported on?” questions.
No need to fret — SDI and Freshservice have done a joint research to give you a quick sanity check on the metrics that matter.
There is certainly a drive for the service desk to provide value to the business. A drive that changes the perception of IT and communicates the value that IT brings to the business through the capacity of reports and reviews without impacting the quality of service.
Want more of this? You can access the full report right here.
Cover Image by Nidhi