Metrics Matter
ServiceClarity Blog

The importance of an average resolution KPI

As a service provider a Service-Level Agreement (SLA) is an agreement between you and your customer. It defines the services you will deliver, the responsiveness they can expect, and how you will measure performance.

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Four JIRA Service Desk Metrics Critical to IT Operations

In today's business landscape, and particularly in the software industry, managing and optimising your IT infrastructure is becoming an increasingly central component in ensuring business success. With so many critical business functions taking place in the cloud, over the internet and via an ever-increasing number of devices, keeping an eye on your network service is essential in gaining the necessary amount of insight into the way your business functions. However, with the software tools we have access to today and the sheer amount of information they provide, it's easy to get lost in a sea of meaningless metrics and unimportant data.

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