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IT is keeping metrics on many things these days! Three such metrics include how many website hits, how many people were on our guest wireless network and how many work orders we close in accordance with our Service Level Agreements. For August, we have closed 586 tickets, received 85,050 hits to our website and had 8383 guests using our wireless access.
We implemented a new ServiceDesk software, which immediately increased visibility into our workload, allowing us to coordinate tickets based on more accurate and timely information than previously available. The new software also allows us to manage responsiveness according to our Service Level Agreements.