A first-call resolution rate is only a partial indicator of overall performance of the IT Helpdesk. Yet, most IT organisations just look at basic Level 1 metrics, leaving out critical pieces of the story and grossly underselling the IT organisation's business value. This new Gartner research report offer to you by Citrix GoToAssist identifies 16 key metrics that you need to know to accurately evaluate IT service and support performance.
Publish Date: 8/7/2009
