Most CIOs know their CSAT score, but almost none know which 13% of tickets are causing 80% of their lost productivity

03.08.2026

Call it the watermelon effect: green on the outside, red on the inside: SLAs are met, CSAT looks respectable, and yet, ...

03.08.2026

Nobody's dashboard is technically wrong. They're each telling a different, partial story, and trying to figure out the ...

03.08.2026

This is one of the most common blind spots in ITXM: the SLA can be entirely, contractually true, while the service is ...

08.07.2025

17.06.2025

I think most IT professionals are acquainted with the term “technical debt,” the future cost of additional rework or ...

03.10.2024

How long has your organization offered its employees IT support? For as long as you can remember, I’d bet. After all, ...