True or False: First Call Resolution is the best indicator of Service Desk performance and is a good indicator of the quality of service your clients are receiving. Answer: False. While many organizations continue to use First Call Resolution for this purpose, entirely too much emphasis is placed on it. Let’s break it down. First…
About: Sherrie Danquer
With 30 years of experience, Sherrie is passionate about sharing her knowledge in the IT Service Management space with customers, colleagues and other ITSM professionals. Her goal is to help people to continuously mature and grow their tools and processes.