Metrics for Success Articles
How to Reduce IT Tickets at the Service Desk
IT operational costs can be reduced by eliminating unnecessary tickets. Effective service desks employ specific processes to minimize them.
July 21, 2023
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The Difference Between First Contact Resolution and Level 1 Resolution
What's the difference between First Contact Resolution and Level 1 Resolution? Find out how these metrics affect IT teams and their users.
May 26, 2023
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The Value of Service Desk Ticket Aging Reports and Analysis
Ticket aging reports serve as factual and unemotional prompts in problem management as part of Continual Service Improvement.
November 22, 2022
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Create Continuous Improvement With the After Action Report
Continuous Improvement is a key component of effective IT and Audio Visual Managed Services. We incorporated processes from the Navy SEALs.
September 13, 2022
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