The Importance of IT Service Management KPIs and Metrics

A Guide for Using Performance Indicators to Boost Efficiency and Customer Satisfaction

The Importance of IT Service Management KPIs and Metrics

IT support teams should focus on key performance indicators (KPIs) and metrics to measure, understand, and adopt a customer-centric business model. These calculations illuminate how a business is serving, growing, and improving the world of IT services.

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According to Forrester

“Virtual support agents and artificial intelligence capabilities, can transform the way that support analysts perform their jobs and improve customer experience.”

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“I have used Service Desk and IT Service Management products from other vendors throughout my career, so I know firsthand the steps to add, change and configure functionality. The ease of use and correspondingly low administrative burden, versus other solutions I used and evaluated, quickly became apparent when I evaluated Intelligent Service Management. This is why I chose Serviceaide.”

— Peter Jurhs

Nampa School District

Director of Information Services
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