Gartner Research

Overview: Desktop Support Metrics Driven by Operational Efficiency and User Satisfaction

Published: 10 August 2011

ID: G00216405

Analyst(s): Terrence Cosgrove

Summary

While desktop support is one of the oldest practices in IT, organizations struggle to identify metrics to measure the effectiveness of the group in providing a high-quality service at a low cost. Use metrics that measure service quality and operational efficiency and promote continuous improvement.

Table Of Contents
  • Overview

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