Posts in September 2018

Service desk ticketing vs. data-driven IT support - focusing on the quality of end user experience is key to productivity

Monday, September 24, 2018


In the traditional IT support model, quality is measured via Service Desk ticketing: number of tickets, how quickly they are solved, and user satisfaction to handling the ticket-based service. This measures the service quality, not the functional quality of the tools. The functional quality is, however, what matters the most for the users. The focus should therefore be on the end user experience and how to manage it.