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Featuring guest speaker, Principal Analyst and Content Director at, Stephen Mann

Service desk teams commonly rely on a portfolio of metrics (average call handling time, etc.) to try to gauge performance. While these are the best metrics many service desks have, they typically provide an incomplete picture of performance. At worst, some of the common measurements provide a false sense of security regarding performance and impede service desk teams from better serving customers.

In this webinar, ITSM expert Stephen Mann will take you through a deep dive into understanding your IT service desk’s performance. You will learn:

  • How to measure what customers actually find important with their service desk engagements
  • How to balance and meet different stakeholder (internal/external) expectations
  • 8 recommendations for boosting the value your service desk delivers