Track the Correct Service Desk Metrics for the Right Reasons

You have successfully created an array of reports and figures that can tell you everything about every aspect of every call ever logged for your organization’s service issues. You now have a great deal of information that will take time from what you should be focusing on: the customer. I’ve noticed that there’s a tendency […]

Collaborating in a shared service management environment

The processes for IT, facilities and human resources (HR) are broadly similar and do overlap, such as with commencement and exit procedures, and can easily be brought together in a single tool to manage. However, even when doing so and when supporting departments have their own tools and processes, it is not always clear to […]