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CX: Delivering Happiness – The Series, Part 1

CX: Delivering Happiness SLA’s are vital to documenting customer requirements, KPI’s firmly have their place in service performance monitoring, but make sure you don’t...

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Making Sense of Metrics and Reporting

One of the most commonly asked questions from service desk managers is “What should I be reporting on?” Senior management and even customers aren’t...

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Service Desk Journeys: University of Glasgow

Mark Temple, IT Service Project Manager     A bit about me I’ve worked at the University of Glasgow for the past 27 years,...

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