Customer Reviews

Using Service Goals and Metrics to Improve Help Desk Performance

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This book provides a straightforward approach to improving help desk performance. The foundation, as the title proclaims, is service goals and metrics. My first reaction when the book arrived was mild disappointment because it was little more than a pamphlet. However, it is packed with excellent information, a lot of which has guided me in developing service delivery and service level measurement processes. I like the way the author stays focused on service goals and his choice of metrics with which to measure the attainment of those goals. Therefore, despite this book's page count it provides excellent value because the content is so well thought out. If you follow the guidelines you will have a good starting point for a service delivery process that is based on measured performance. I highly recommend this book to help desk managers and consultants who are assigned to service delivery projects.

Indeed this is a pamphlet, so be prepared for a quick read. Fortunately, it is concise and accurate. If you are presented with the challenge of developing goals and/or metrics for your service group, start here. Spend $10 and save yourself a few hours because all the information you need is right here--it makes no sense to re-invent the wheel!

How could this little $10 pamphlet be called a book? Effectively, the content amounts to only 1 chapter of a regular book, and there's nothing significant here that's not covered in many good Help Desk books.