From the course: IT Service Desk: Monitoring and Metrics Fundamentals
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Knowing what actions to take
From the course: IT Service Desk: Monitoring and Metrics Fundamentals
Knowing what actions to take
- [Instructor] In the previous videos in this section, we've looked at how important it is to be able to monitor information for a specific purpose and targeted outcomes from the results. We now need to turn this into action, and base business decisions on the results gathered. Regardless of the environment that you are monitoring, the type of customers, the volume of calls, or the industry that you support, the key to successfully improving any support environment is to take calculated and decisive action to improve service over time. This takes investment in developing and evolving standard operating procedures, and maybe even investment in products and services to assist in the ability to achieve these outcomes. None of this is possible without buy-in from management and the business at large. Management needs to support the process and investment into the process, and therefor need to be included in the process from…
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