The Case for IT Analytics

The Definitive Guide to Decoding your Service Desk and Maximizing Performance

With the first weeks of 2017 behind us, new year’s resolutions are in full effect. Thousands of people have committed to personal goals of exercising more and making healthy lifestyle choices — but what about evaluating the goals for their professional lives?

One critical area in need of a fitness check is the service desk. Yearly check-ups should be mandatory for service desks, especially considering the rising pressures of budget cuts, resource constraints, and customer demands. Yet many IT organizations struggle to understand the overall health of their service desk and the effectiveness of service management workflows. Analytics are key to evaluate and improve the health of your service desk processes.

Download this eBook to see how organizations like Cardinal Health, PGi, and REI use analytics to resolve service desk pain points around people, assets, and processes. With analytical applications, IT leaders can:

  • Go beyond just tracking service volume and identify how to reduce the burden on your service team
  • Optimize resource allocation, eliminate inefficiencies, and reduce incident escalations and reassignments
  • Gauge performance and customer perception by evaluating the right service desk metrics.


Download before 3/1 and be entered to win a Fitbit Flex2. Keep up with your other resolutions!

Download before 3/1 and be entered to win a FitBit Flex 2 to help keep up with your other resolutions!