Topic
KPI
Our articles on KPI. Practical pieces on AI in the IT service desk, ticket automation, and integrations.
How to find your own service desk automation ceiling
Borrowing someone else's automation rate benchmark is the wrong starting point. Here is how to measure your own ticket mix and find your actual ceiling.
Read more →Building your 2027 service desk budget line
Build the 2027 service desk budget: fixed costs vs improvement budget, where automation belongs, and reserving room for an AI pilot.
Read more →What really drives CSAT on the service desk?
CSAT on the service desk moves with first response speed, feeling heard, and not repeating yourself, not with total resolution time. Here is what to fix.
Read more →Major incident management with AI: who runs it, who clears the noise
AI does not run your major incident process. It clears the ticket flood around it so humans can focus on command, decisions, and vendor calls.
Read more →Ticket deflection rate: what it is and how to raise it honestly
Ticket deflection rate measures issues resolved before they consume agent time. Learn how to measure it honestly and raise it without frustrating users.
Read more →How to improve First Call Resolution with AI on your service desk
Boost your First Call Resolution rate by 15-25 percentage points using AI-powered knowledge suggestions. Practical tips for service desk managers.
Read more →5 service desk KPIs that improve immediately with AI automation
From resolution time to cost per ticket: five measurable KPIs that improve when you deploy AI on your service desk. With benchmarks and targets.
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