What is Your Definition of FCR?
There seems to be a lot of confusion about what metrics one ought to use for their support center, help desk or service desk. One thing is clear, however – […]
Category Archives: Metrics
Using Display Boards in a Support Center
Why Use display boards in a Support Center? What types of displays should we have? How ought we to use these, and what benefits might we gain? Display boards are […]
Keys to an IT Best-practice Reporting Framework
There is a lot of detail in ITIL 2011 about designing the proper “Measurements Framework”, but without a timely and effective Reporting Framework to sort this data, convert it to […]
Optimal Connections, LLC 