Defining Indicators in Remedy
If you are ITIL Foundations v3 certified and you go beyond to the service manager or service expert courses, you know how important is to measure the performance of your processes. To define a set of...
View ArticleShaping the behavior of your team with indicators
When service managers define the main KPI to track the behavior of their teams, it’s common to focus only on obtaining the most and more accurate information about your processes (and by extensions,...
View ArticleManipulating the SLA
When you translate your SLA terms into configuration at your ITSM tool, a lot of questions arise. The exact meaning of states, the different situation of elements and what should be count and what not...
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