Stuart Rance writes many blogs and white papers that are published on a variety of sites, you can find a regularly updated list of all of these in Stuart Rance blogs

Blogs that appear below are published on the Optimal Service Management web site.

All blogs published on this site are licenced under CC BY-SA 4.0 

SDI metrics and measurement

19

March

How well does your service desk communicate?

I delivered a presentation on Metrics and measurement at the Service Desk Institute conference in the UK. To my surprise, the most lively discussion topics were more about how well the service desk communicates with end users, than about metrics.

Box of unopened letters

14

December

Your metrics are not your goals

It’s fine to use KPIs for planning, understanding, and discussion, just remember to maintain a focus on your real goals and don’t confuse them with your KPIs!

 

2015 01 30 What behaviour do your SLA targets encourage IMAGE

2

February

What behaviour do your SLA targets encourage?

Service level agreements (SLAs) should help to improve services, by making sure that both the service provider and their customer are very clear about responsibilities and expectations. Unfortunately, many SLAs have very poorly thought out targets, and these can often result in the service provider behaving in ways that are the exact opposite of what the customer wants.

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