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All service desks want to know how good they are. But to find out they compare their performance measures to those of the industry. They simply put too much stock in industry-wide benchmarks without an appreciation of all the variables used to construct them.
Instead of misleading measures that compare apples to oranges, the true value of benchmarking comes from within - from tracking internal metrics overtime. Read this white paper, brought to you by Citrix GoToAssist, to learn the best ways to benchmark your performance and identify areas of improvement.
Download this white paper to find out:
- The problems with industry benchmarking
- Why true value comes from internal benchmarking
- What performance measures to focus on
- Why all routes should lead to service improvement
- Format: PDF
- Size: 525.47 KB