IT service desks are probably the most measured – in terms of performance – part of the IT organization. And they, and their people are “bending over backwards” to improve the quality of IT support and, increasingly, the end user, employee, or customer experience. Such service desks are likely charged with delivering [...]
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Stephen Mann | 1 Comment on Is Call Abandonment Rate a Misunderstood IT Service Desk Metric?
What happened to 2018? It’s probably my age – I’m older than I look – but we seem to be clocking up the years in IT service management [...]
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Joe the IT Guy | Leave a comment
Hopefully I’m not alone in thinking that COBIT – “a framework for the governance and management of enterprise information and [...]
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I recently found out that the D in HDI was for Desk not for Ducks. So sadly the HDI Annual Conference and Exhibition (HDI14) isn’t the [...]
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So in case you hadn't worked it out yet, I'm Joe! Hello there. I'm a native New Yorker and I love everything connected to IT service management (ITSM). I'm a passionate blogger and Twitter addict, and I'm also the resident IT guy at SysAid Technologies.