Is your IT service management strategy empowering your employees or getting in their way?
CIO
JULY 30, 2024
Instead, the effectiveness of ITSMs can be evaluated based on KPIs that provide clear, measurable frameworks on a system’s performance as well as a basis for continuous improvement. Average First Assign Time: Also known as ‘in-queue’ time, this KPI measures the time taken to assign a new ticket to an agent.
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