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Desktop Metrics

By ar15dcm ·
Need some info on where to start developing metrics for a Desktop Support group. Process development is also going to be a factor.

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by BFilmFan In reply to Desktop Metrics

Forrester has a great couple of papers on that issue.

Here:
http://www.forrester.com/Research/LegacyIT/Excerpt/0,7208,28614,00.html

and

http://www.forrester.com/Research/LegacyIT/Excerpt/0,7208,33271,00.html

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by imtiazg In reply to Desktop Metrics

Using ITIL Service Support as a framework and developing your own methodology based on it should be a good starting point.

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hi

by sasikhcl In reply to Desktop Metrics
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SLA's for Desktop Support

by amitroy.choudhary In reply to Desktop Metrics

You can start of with
1) Time to Respond/Accept
20 Time to resolve

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