If you’re responsible for your organization’s service desk, you probably spend countless hours trying to improve the efficiency and effectiveness of its operation. With tight budgets, new projects, increasing pressure to resolve incidents within shorter timeframes, many managers focus on metrics such as “First Call Resolution” or “Mean Time to Resolve”. My suggestion: YOUR FOCUSING ON THE WRONG THING! (shouting intentional). Your inner self probably knows this but you need a process for improvement. ITIL calls it CSI or Continuous Service Improvement. We at Dataseti call it CIP or Continuous Improvement Program. Either way, look it up and begin focusing on your own continuous improvement and the metric will show you the results. If you need ideas on how to start, call us. We’re friendly!
-Chet Goodin, Senior Consultant