Are You Overly Focused on Not Failing, Rather Than Succeeding, with IT Support?
This blog considers whether traditional IT service desk performance metrics cause us to avoid failure more than they encourage us to succeed.
Here’s What Makes the Biggest Difference to End-user IT Support Experiences
What makes the biggest difference to end-user IT support experiences? What would you say (even if it’s a guess)? Speed ...Read more >
Why Continual Improvement Needs Employee Experience Data
Are your IT service desk’s continual improvement efforts missing an important something? Perhaps it has a good number ...Read more >