EXPLORE KEY METRICS TO MEASURE SERVICE DESK EXCELLENCE

The Freshservice Service Management Benchmark Report 2021 (FBR 2021) is a benchmark index for key performance indicators (KPIs) for IT Service Management. The FBR 2021 encourages organizations to measure their KPIs, and benchmark against the index thus allowing ITSM leaders to decide and act on what levers to pull, to ultimately deliver a delightful experience to employees and customers.

#CUTTHEWAIT PLAYBOOK: 5 STEPS TO SPEEDY CUSTOMER SERVICE

Today, customer service should be at the center of your growth strategy. According to McKinsey research, more than 60% of consumers are trying new brands due to economic pressures, store closings, and changing priorities. With these consumers going online in their search for better and safer ways to transact with businesses, the lines between sales and service are blurring. Companies cannot treat customer service reactively anymore.

THE STATE OF IT SERVICE MANAGEMENT IN A VOLATILE 2021

Written in partnership by The Service Desk Institute, this 2021 ITSM report will look at the thoughts and predictions of IT Teams, from the skills service desk analysts of the future will need and the state of their emotional wellbeing, to how automation is impacting individuals organisations and generally how IT professionals feel about the future of the industry in such a volatile environment.

BE A SERVICE MANAGEMENT CHAMPION: EXECUTIVE SUMMARY – HOW TO BUILD A BUSINESS CASE FOR YOUR IT PROJECT

You are a champion and a change-maker, with an eye on identifying and implementing solutions that will improve your business, now and in the future. You know it’s time for a new ITSM Solution. Arm yourself with the insights and positioning you need to bring decision makers into the conversation and champion changes to your service desk environment.

BE A SERVICE MANAGEMENT CHAMPION: EBOOK 1 – BENCHMARK YOUR SERVICE MANAGEMENT PRACTICE

How does your ITSM solution stack up? Stop guessing and start benchmarking. Before you can determine where you’re going, you need to understand where you are—especially when it comes to transforming your ITSM solution. Too often, though, organizations get comfortable with the status quo, even if that status quo isn’t delivering—or, worse, slowing down your workflows and creating hurdles to business success.

BE A SERVICE MANAGEMENT CHAMPION: EBOOK 3 – ESTABLISH THE BUSINESS IMPACT OF THE RIGHT ITSM

Numbers speak louder than words. Quantify the impact a new ITSM solution will have on your business. Let’s face it: gaining executive buy in means ensuring stakeholders and decision makers understand the direct, financial impact of your recommendations. Pulling those pieces together, though, and putting them through the lens of your organization’s unique needs and objectives can be challenging. Until now.