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16 Metrics for IT Service & Support

Published by Citrix Online UK on Aug 07, 2009

A first-call resolution rate is only a partial indicator of overall performance of the IT Helpdesk. Yet, most IT organisations just look at basic Level 1 metrics, leaving out critical pieces of the story and grossly underselling the IT organisation’s business value. This new Gartner research report offer to you by Citrix GoToAssist identifies 16 key metrics that you need to know to accurately evaluate IT service and support performance. Download the research report to learn how to: • Align the IT organisation with business values • Measure end-user productivity • Calculate the total cost of support • And more...

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Browse Related Categories :
Conversion Analysis , Enterprise Applications , IT Management , IT Spending , Service Management , Total Cost of Ownership

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16 Metrics for IT Service & Support

Conversion Analysis

Enterprise Applications

IT Management

IT Spending

Service Management

Total Cost of Ownership