ABSTRACT
We often ask IT managers we work with what they measure (we deal with measures in more detail in Chapter 17). A common area for measurement centres on the help desk. Many IT managers measure the number of calls, and the number of calls which are dealt with within a certain time frame. Indeed, many service level agreements (SLAs) have such measures embedded within them. Sophisticated help desk procedures and systems have been devised over the years which give confidence that, at least in this area, we are doing everything we can to present a positive response.
