September 2020
Intermediate to advanced
102 pages
1h 13m
English
book
The Service Desk Handbook – A Guide to Service Desk Implementation, Management and Support
by Sanjay Nair
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CHAPTER 6: PERFORMANCE MEASURES
The overall performance of a service desk can be evaluated through an analysis of its critical success factors (CSFs) and KPIs. Metrics must be set against agreed targets and then measured and reported to ensure they are being met or whether improvement plans need to be put in place.
Critical success factors (CSFs)
At the highest level of a measurement system are the CSFs. CSFs need to be met to achieve your goals, and can span process, people, product, partner and performance.
Service desk CSFs may include:
•Organisations and people – Agents have adequate competency and knowledge of the IT services, technology and organisations they support, as well as being a part of a culture that supports the organisation’s ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.