Tracking and measuring the performance of service desks isn't always straight forward. That's where First Contact Resolution (FCR) can prove to be a valuable metric. Inside this guide, learn more about FCR – including how to measure it, analyze it, and tie it to employee productivity – and how it can ultimately help to lower total support costs.
Both internal and external service management strategies are in the midst of a substantial paradigm shift thanks to the growing viability of cognitive technology and automation. Inside, dive into the three core elements that comprise a modern cognitive service management strategy.
Click to access a collection of case studies that highlight the impact of machine learning in predicting, preventing, and troubleshooting IT events before they have a chance to leave a mark on business continuity – and before they impact customers.
There's a lot of AI-infused, automation-heavy IT service tools available on today's market – but choosing practically is key. Find step-by-step outlines for planning artificial intelligence and automation strategies that not only give your IT teams the tools to succeed, but is sustainable well into the future.
An unorganized and ill-prepared ITSM can bog down many of the processes and tools that keep service delivery running smoothly. Learn how a group of leading companies revaluated their legacy ITSM strategies to deliver increased value to their users and save their businesses money.
This exclusive report examines "next-generation ITSM" and its contributions towards changing IT and business requirements. Download now to compare advances with the risks of staying with legacy ITSM models and evaluate the risks of "doing nothing" and allowing legacy ITSM to persist.
Download this e-book for an overview of some of the most important KPIs used by top MSPs. It focuses on two major areas—finance and service—to help you better understand how to use KPIs as an essential tool for building a more sustainable business.
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