Service Management
Top 3 Data Blind Spots in Service Management
Discover potential cost savings and quality improvements by monitoring the three metrics most service managers overlook.
Table of Contents
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01
Top 3 Data Blind Spots in Service Management Service-desk managers rely on accurate data to run a smooth ship and keep customers happy.
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02
Life-Cycle Analysis Tracking the amount of time it takes from when a ticket is opened to when it is closed — often referred to as “time to close” (TTC) or “mean time to repair” (MTTR) — is one of the most commonly measured service-desk metrics.
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Ticket Category Tsunami Warning Previously, we discussed life-cycle analysis as a data blind spot in service management.
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Unidentified "It's Getting Hot in Here" Metric In the last chapter, we talked about how the ticket category tsunami wave can be seen as a data blind spot in service management.
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05
How to Eliminate Blind Spots and Make Your Data Work for You You may be wondering how we came up with this list of service-management blind spots.
