IT Service Desk: Monitoring and Metrics Fundamentals

- [Brett] In this course, we will look at the industry best practice advice on collecting IT service desk monitoring metrics for the purpose of monitoring performance and customer satisfaction in a service-focused environment. We'll be taking a platform agnostic look at these best practices, so you won't have to worry about software or learning new tools. Hi, I'm Brett Moffett, and I've been in the IT service management and delivery industry for over 25 years and have a passion for delivering good customer service at all levels of the business to all levels of customers. In this course, we're going to look at common mistakes made when gathering data for monitoring, the targeted outcomes of our monitoring, and some common outcomes and solutions that can help you get an understanding of where your service desk is now and where it is heading. I'm really excited to share my experience with you, so let's get started.