Using Metrics to Improve Support: From Soup to Nuts

This presentation will demonstrate how Bryant University's Campus Technology Services department evolved from a state of tracking virtually no metrics through the process of learning what metrics to track (and how often and when to make use of them) to the point of being able to make process improvements through the analysis of metrics captured.

OUTCOMES: Learn how tracking metrics can improve your help/service desk operations * Discover which metrics are available and which provide the most useful information * Learn how to analyze metrics to improve processes