A
Metrics & KPI Program for the IT Service Desk
Steve Dreyer will discuss the
difference between Metrics and KPIs (key performance indicators) and explain
how the IT service desk can use them to assess effectiveness, manage IT
resources, measure customer satisfaction, and analyze the impact of making
changes on end users.
Webinar will cover:- Which service desk operations
Metrics should be collected, according to best practice;
- Which Metrics are KPI-worthy;
- Examples of Metrics, KPIs and
Action Plans;
- How to do strategic planning
and goal-setting'
- How to initiate a Metrics and
KPI program at the IT service desk;Samples of web-based reports
and dashboards
The presentation will be via webinar, but we hope you will join us for lunch & networking,
Friday, April 16th
Networking & Lunch 11am-12pm
Webinar 12pm-1pm
Hosted at: Robert Half Technology, San Francisco
50 California Street
Members - pass on the invite or bring a guest
Registered Guests receive complimentary Bronze HDI Memberships
|
