A best practice approach to measuring and improving service desk performance, building on the guidance from ITIL 2011
Measurement is an essential component in our daily lives. Our most basic thought processes are metrics driven, and our first thought in many situations relates to numbers, as they paint a picture of a situation.
This Smart Guide describes the role of measurement in ITSM. While ITIL 2011 provides useful guidance, managers need to ensure the metrics they choose to collect and report provide an accurate picture of the performance of the service desk, are action orientated, and encourage the right behaviour.