A popular business axiom states you can only manage what you measure, and nowhere is that more true than in the realm of legal helpdesk (also often referred to as the service desk) support.
Manage What You Measure
A popular business axiom states you can only manage what you measure, and nowhere is that more true than in the realm of legal helpdesk (also often referred to as the service desk) support. Measuring service levels, ticket volumes, total incidents, and user satisfaction is only of value if the available data is compared to other metrics, and most importantly, acted upon. While gaining access to such data assumes a certain level of internal (or outsourced) helpdesk reporting technologies and software, there's no excuse for turning your back on benchmark data.
By
Lance WaagnerThis premium content is locked for LawJournalNewsletters subscribers only
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