How Waitrose radically improved their service desk performance metrics

Waitrose share how they transformed their performance metrics.

Following the SDI Best Practice Standard helped Waitrose to radically improve the effectiveness and value of their service desk performance metrics – in this webinar they share the story of how they achieved 3 Star Service Desk Certification, focusing on how they tackled the Management Information and Performance Results concept.

Watch the recording to pick up practical tips to help you transform your performance metrics.

If you’re keen to understand and improve your service desk performance metrics, SDI can help!

Making Sense of Metrics & Performance Workshop

This one day workshop is based on the Best Practice Standard for management information and reporting to help you refocus on what to measure and how to efficiently report on and utilise results.

It is designed for managers, team leaders or individuals responsible for reporting on service desk and IT support performance. It will also benefit those considering or undertaking Service Desk Certification.


” The Metrics and Reporting workshop was a great experience, really informative with useful ideas to build on… 

…a really good insight into what, why and how to measure metrics in order to achieve the goals I had set for my team.” Marisa Holford, Submarine Delivery Agency


In House Training:
If you need help with getting your performance metrics right or setting up your reporting, we can arrange a custom-built training course or workshop at your premises! Learn more

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