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Tag: Metrics

Managing Modes of Escalation

March 20, 2013 Ryan Ogilvie 1 Comment

  I recently was experiencing some issues with my local ISP which required me to contact their customer service line…

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Posted in: Service desk Filed under: ITIL, ITSM, Metrics, Reporting

Reporting on Service Management Metrics – “You can’t handle the truth!”

March 12, 2013 Ryan Ogilvie

Recently a colleague of mine was (who shall remain anonymous) called me up and wanted to ‘pick my brain’ on…

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Posted in: Service Management Reporting Filed under: ITIL, ITSM, Metrics, Reporting

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