The Experts at ThinkITSM have put together FREE Downloads filled with guidance around Service Desk Metrics, Service Management Priorities & Approach.
#1 First Call Resolution – A Catalyst for Service Desk Improvement?
First call resolution rates are a measure that every Service Desk should track as an indicator that can underpin service improvement. However, what constitutes a good first call resolution rate? How can it be tracked and if you need to improve it – what’s involved?
Explore how first call resolution can provide the foundation for a Continued Service Improvement (CSI) program and how little focus can provide huge dividends in Service Desk efficiency and cost reduction.
#2 Making Operational Dashboards Meaningful through Successful Support Modelling!
Have you ever looked at desk and incident reports or dashboards and wondered why they just don't speak to you, or perhaps to your business executives? Your service desk and tier 2 staff are as busy as ever, but it is unclear where they are making the greatest contribution to the business, or where improvements can be made.
Learn how support modelling your IT services can lead to support alignment between your desk and Tier 2+ staff, and how effective incident coding supports meaningful reporting for IT support.
Included is a walkthrough of a real-world successful incident support model, classification/categorization opportunities, meaningful dashboards and critical support model success factors.
#3 Service Desk Salvation Kit - Value & Visibility through Continual Service Improvement (CSI)
Defining meaningful, measurable, achievable improvements can be a difficult process; this Service Desk Salvation Kit provides:
- An ITIL v3 Continual Service Improvement Approach (CSI),
- Recommended objectives for your organization to work towards,
- Metrics to help you gauge your performance,
- And much more!
Begin aligning your data to tangible business and IT goals today!
#4 Infrastructure Consolidation – A Case Study
Explore a Canadian Provincial Government experience with infrastructure consolidation & critical service management underpinnings.
This download contains a case study, on-line tools, templates and reference samples.
"We were Senior Management Practitioners for this activity, now consultants"
~ Maria Ritchie and Angie Massicotte, ThinkITSM Corp.
Feel free to take this information and incorporate the concepts and ideas into your existing practice. If you need help interpreting any of the information, just let us know and we can spend some time walking you through how you can use the templates and or examples.
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