1 / 12

SLA s, Metrics Reporting

kynan
Download Presentation

SLA s, Metrics Reporting

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

    1. 1 SLA’s, Metrics & Reporting… OH MY!

    2. 2 So What Is Being Measured? 2009 HDI Practices & Salary Report Compilation of survey data from 1053 respondents conducted May to July 2009.

    3. 3 Call Metrics

    4. 4 E-mail Metrics

    5. 5 First Call Resolution

    6. 6 Cost Per Incident

    7. 7 What Are Best Practices? Book: Measuring ITIL, by Randy Steinberg

    8. 8 Service Desk Metrics

    9. 9 Why These Metrics Matter

    10. 10 Incident Management Metrics

    11. 11 Why These Matter

    12. 12 Panel Discussion David Kempfer, Scottrade Matt Reisch, Technisource Mike Bell, Enterprise Holdings Cheryl Force, Monsanto

More Related