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Throughout this series, we’ve explored the key metrics that help support teams track and improve performance — capacity, backlog, SLAs,...

In our last post, we looked at Customer Satisfaction (CSAT)  — a quick and valuable snapshot of how well your support team handled...

Support teams are often laser-focused on SLA targets, ticket volumes, and response times. But there’s another equally important metric...

In IT Service Management (ITSM), it’s easy to assume that “support” just means resolving incidents or fulfilling service requests. But...

In IT Service Management (ITSM), ticket volume and trend analysis is the heartbeat of your support operations. It’s about more than...

In IT Service Management (ITSM), Service Level Agreements (SLAs) are the foundation of trust between service providers and customers....

In any support team, how quickly you respond to requests — and how long it takes to fully resolve issues — are among the most important...

In IT Service Management (ITSM), effectively managing your backlog—the queue of unresolved tickets and requests—is essential to...

In my recent blog, I explored how measuring capacity  and occupancy  can give you a clear view of how work is distributed across your...

How to Assess Your Team’s Capacity and Occupancy for Support (and Why It Matters) In IT Service Management (ITSM), understanding the...

AI in IT Service Management (ITSM) is nothing new. Many organizations already use AI-powered chatbots to answer common support questions...

In today's digital world, cyber threats aren’t just knocking on the door—they’re trying to break it down daily. From sophisticated...

Traditional change management has long been associated with bureaucracy, bottlenecks, and unnecessary red tape. While its original intent...

In today’s fast-paced world of IT and service management, it's tempting to aim for perfection before delivering results. But trying to do...

IT teams often juggle growing workloads, tight budgets, and constant change. With so much going on, it’s easy to fall into the trap of...

In today’s complex IT environments, delivering effective and seamless services isn’t just about fixing one issue or improving one...

Change is no longer the exception—it’s the rule. Whether it’s a tech rollout, a restructure, a merger, or a shift in strategy, the way...

Keep It Simple and Practical In the world of IT service management, it's easy to fall into the trap of over-engineering solutions. Layers...

In a world full of processes, tools, and frameworks, it’s easy to lose sight of the most important question: "Does what I’m doing...

Introduction: I'm fortunate to have worked for companies that genuinely value the candidate experience, and it’s something I’ve come to...