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28 Metrics Every Service
Desk Should Be Measured On

Comprehensive, informative and useful, our easy to read guides and research papers offer Service Desk professionals practical advice and insights on all aspects of Service Desk management from metrics to customer satisfaction and best practice processes.

Of the nine concepts that comprise the SDC standard, eight are non-prescriptive which means that every organisation will approach the requirements of the standard in different ways. The one concept that is different to this, is the performance measures concept, in that the more of the metrics that you measure, the higher your maturity rating for that concept will be.

These performance measures are industry recognised best practice and should form the core of every service desk’s metrics, not just those that are considering or are currently pursuing service desk certification. 

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