Desktop Support Desk Best Practices - The Eight Essential KPI’s for World-Class Performance
Introduction When it comes to end-user support, most people automatically think of the Level 1 Help Desk. The Help Desk has been extensively studied and researched, and the Best Practices for Level 1 Support are well documented and well understood. The same, however, cannot be said of Level 2, or Desktop Support. This critical support function has historically received far less attention than the help desk, and for most IT organizations it represents a fertile opportunity for performance enhancement. This is particularly true when it comes to Key Performance Indicators for Desktop Support. In this article, MetricNet, a leading source of online benchmarks and a pioneer in Desktop Support benchmarking, identifies and defines the eight ...
Top B-School Branding Prof Featured in Free Webcast on Marketing Metrics and Brand Resonance
MarketingNPV and the American Marketing Association announce the fifth installment in their webcast series featuring some of today’s leading business school professors on measuring marketing and improving the return on marketing investments. Professor Kevin Lane Keller from the Tuck School of Business at Dartmouth College and author of Strategic Brand Management will present Achieving Brand Resonance: How to Create Intense, Active Loyalty Relationships with Your Customers on February 16, 2010.
Information Security Metrics (Objectives With Measurements)
Many people find the idea of creating Information Security Metrics to be a daunting task This article will help you by reviewing what is required to create a set of meaningful metrics for your Information Security Program
