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InvGate Blog

5 IT Service Desk Reporting Tips (+ 5 Top Metrics to Consider)

Posted by InvGate on November 28, 2018 at 9:55 AM
IT service desk reporting is an essential IT service management (ITSM) practice, which can help to identify troublesome processes, training requirements, customer satisfaction, and more. Most IT service desk managers understand this and make the time for reporting, but often the reports produced aren't as effective as they could be. So, if you’re spending significant time creating performance reports that aren’t being read or acted upon by your department, then it would be wise to look at what your reports contain and how the important messages are delivered. Ultimately, do they hit the mark – and help the reader – or do they sadly hinder more than they help?
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Topics: Business Analytics, Service Desk, ITSM, KPIs, Analytics

ITSM 101: Top Tips for IT Service Desk Metrics

Posted by InvGate on March 7, 2018 at 4:50 PM
IT service desk staff are often the unsung heroes of IT – the single point of contact for IT-related issues and requests, acting as the frontline between IT and the rest of the business. As far as your employees are concerned, everything begins and ends with the IT service desk as it’s their one-stop-shop for everything from the email service being slow again to “Can I have a new mouse please?”.
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Topics: ITSM, Metrics, Analytics

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