The First Contact Resolution Trap

A popular metric for many Service Desks is FCR percentage. What is FCR? FCR, or first contact resolution, represents the percentage of contacts when a consumer’s inquiry or issue is resolved in a single contact with the Service Desk. A

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ITSM can work at your company too

As I’m sure many of you do, I often encounter misconceptions about ITSM. Only the "big companies" do ITSM. First question: Does your company rely on, utilize, or consume IT services? If the answer is “yes”, then how do

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