1. Measuring for Success Introduction My Aims Analyst Objectives Team Objectives Conclusion 1Service Desk Metrics [ protected ]

2. My Aims Delivery of a high quality, cost effective service through giving – −A fast response and quick fix for business colleagues −Career opportunities to the team −Confidence to IT management 2Service Desk Metrics [ protected ]

3. Metrics Hierarchy 3Service Desk Metrics [ protected ]

4. Daily Duties 4Service Desk Metrics [ protected ]

5. Weekly Summary 5Service Desk Metrics [ protected ]

6. Analyst Performance 6Service Desk Metrics [ protected ]

7. Analyst Performance Summary 7Service Desk Metrics [ protected ] Week End Name Hours worked Logged In Hours Calls Offered Calls Answered Offered/Answered Avg Time on call Av. Total time per call % Agent disconnects first % Long Holds # of outbound calls INC raised INC FTF INC res SRQ raised SRQ FTF SRQ resolved Emails raised No of Chats No of Chase calls Total Raised Total FTF Total Resolved Calls v Inc/Srq raised % of FTF to Raised % of INC Resolved to Raised % SRQ Resolved to Raised % of Resolved to raised % of Chats to cases raised Av. Wrap up time Red Scores Average staff per day Calls per person per day Projected staff per day (target 50) Average Wait Time Longest Wait Average Call Duration SERVICETargets 96%4m6m 95%60%50%80%70% 2m1.030 05/01/2015TOTAL2532541060105099%00:04:5600:05:53180390113195540469510371910793058270595%63%50%94%76%2%00:00:580.636.830.76.45300:23:3200:04:37 12/01/2015TOTAL3523461980195899%00:04:5900:05:5723167028340312821084114514492203195213671548103%70%60%89%79%5%00:00:580.509.541.27.311501:16:5600:04:36 19/01/2015TOTAL3163181689167899%00:04:2100:05:192385282013071133976103610449170166111771343103%71%58%91%81%3%00:00:580.338.539.36.57900:25:3900:04:22 26/01/2015TOTAL3263431709168599%00:04:2300:05:34295533190313108092698913441220161311161302101%69%59%92%81%3%00:01:110.308.838.26.85800:17:0300:04:07 02/02/2015TOTAL3623651695167899%00:04:2800:05:252705252223471093942101813555202161811641365100%72%66%93%84%3%00:00:570.339.834.37.84000:39:4000:04:10 09/02/2015TOTAL3573561808178699%00:04:2800:05:31223674245328106388795610951180173711321284101%65%49%90%74%3%00:01:030.639.637.07.99500:48:3400:04:29 16/02/2015TOTAL3933922012199499%00:04:3500:05:5224478734242412071010107813874217199413521502104%68%54%89%75%4%00:01:170.8810.637.57.610200:21:1400:04:28 23/02/2015TOTAL3623641547152999%00:04:2200:05:3524758524034991376682813147158149810061177100%67%60%91%79%3%00:01:130.719.831.37.69600:20:0400:04:23 02/03/2015TOTAL3553631643160598%00:04:3300:05:5021854223632999083987810947192153210751207101%70%61%89%79%3%00:01:170.709.633.57.59500:31:2900:04:26 09/03/2015TOTAL4074131700167899%00:04:5000:06:00277547243350108990197312469221163611441323104%70%64%89%81%4%00:01:140.3611.030.58.94500:15:2200:04:17 16/03/2015TOTAL4044081743171498%00:04:3900:05:39261619280366105587894411970200167411581310103%69%59%89%78%4%00:01:050.5610.931.49.14000:13:5700:04:24 23/03/2015TOTAL4124141665163498%00:04:3300:05:37253550239320103081390212656215158010521222102%67%58%88%77%4%00:01:080.5011.129.39.12300:13:1100:04:14 30/03/2015TOTAL3773801726169398%00:04:2200:05:202045092092771137943105012259199164611521327102%70%54%92%81%4%00:01:000.8910.233.28.53900:13:0400:04:11 06/04/2015TOTAL2902881389137499%00:04:2400:05:2828%##18840116722788668474790392111287851974103%66%57%84%76%3%00:01:040.757.835.17.44700:14:5800:04:09 13/04/2015TOTAL2902761338132499%00:04:3500:05:4431%##20847715622578462267989582111261778904105%62%47%87%72%5%00:01:091.407.833.87.44701:06:1600:04:08 20/04/2015TOTAL4074131842182299%00:04:5400:06:1929%##279738285394107385792018172246181111421314103%63%53%86%73%4%00:01:25####11.033.19.910400:49:3100:04:34 27/04/2015TOTAL3713681946191398%00:04:4900:06:0225%42846842553951158938101814266247184211931413102%65%58%88%77%4%00:01:140.4410.038.27.88800:24:0100:04:41 04/05/2015TOTAL3943961752172598%00:04:3700:05:5026%x305612197326103781892311171206164910151249101%62%53%89%76%4%00:01:121.2210.632.48.64100:12:0300:04:30 11/05/2015TOTAL347 1413138598%00:04:5200:05:5919%x261525207306805651723907017313308581029102%65%58%90%77%5%00:01:061.109.429.59.53500:08:0100:04:30 18/05/2015TOTAL3673721691167099%00:04:2500:05:2916%x271517207324109891399213272237161511201316103%69%63%90%81%4%00:01:040.909.933.78.35400:34:5800:04:24 25/05/2015TOTAL3633641917188898%00:04:3700:05:4014%x2505412102941340114812039683184188113581497105%72%54%90%80%4%00:01:030.789.838.57.87600:36:2700:04:12 01/06/2015TOTAL318 1249122798%00:04:3300:05:3616%x192368133199865693768115601561233826967104%67%54%89%78%5%00:01:031.108.628.68.62800:13:0900:04:18 08/06/2015TOTAL3643711630160799%00:04:1900:05:3116%x23544416523311931011110416952191163711761337104%72%52%93%82%3%00:01:120.299.832.78.84800:21:0300:04:06 15/06/2015TOTAL3483261593156398%00:04:4000:05:5214%x264476195259112592699915871179160111211258104%70%54%89%79%4%00:01:120.579.433.27.68000:25:1300:04:22 22/06/2015TOTAL3853681609156797%00:04:3100:05:4020%x29851018527610028719319972178151210561207102%70%54%93%80%5%00:01:101.2510.430.18.64300:14:2500:04:17 29/06/2015TOTAL3903821689164597%00:04:3700:05:3824%x24451619427111811014106315581166169712081334104%71%53%90%79%5%00:01:011.4410.531.28.58300:29:1200:04:34 06/07/2015TOTAL3613661629159398%00:04:4100:05:5227%x25857623532793779385511274198151310281182100%68%57%91%78%5%00:01:111.339.832.78.77300:26:5800:04:34 13/07/2015TOTAL3393441611157498%00:04:2700:05:4025%x20552020127898581487811585221150510151156103%67%53%89%77%6%00:01:130.899.234.47.68300:47:5300:04:17 20/07/2015TOTAL2822861594158399%00:04:5300:06:0422%x149532240319101384289010377159154510821209101%70%60%88%78%5%00:01:110.507.641.56.612900:47:4300:04:41 27/07/2015TOTAL317 1774173698%00:04:3700:05:5522%x19560827235812021051112313395140181013231481105%73%59%93%82%5%00:01:180.868.640.57.612800:36:5100:04:28 03/08/2015TOTAL2983031535150698%00:04:4200:05:5724%x187481205285105487893210187160153510831217107%71%59%88%79%6%00:01:140.508.137.46.812000:45:2000:04:20 10/08/2015TOTAL2882891526149098%00:04:3900:05:5923%x192496205271104089395498103126153610981225105%71%55%92%80%7%00:01:201.007.838.36.911600:49:5100:04:21 17/08/2015TOTAL3043091447141097%00:04:2700:05:4618%x196455172252934803862856613113899751114102%70%55%92%80%5%00:01:200.718.234.37.411500:48:0000:04:14 24/08/2015TOTAL2953561519149098%00:04:4800:06:0622%x14849521928710168619189088122151110801205104%71%58%90%80%6%00:01:180.338.037.46.214800:49:2900:04:40 31/08/2015TOTAL3523641403137298%00:04:4200:06:0929%x2434111752681101961104419379143151211361312107%75%65%95%87%5%00:01:270.839.528.87.79000:34:4400:04:39 07/09/2015TOTAL3093121339131398%00:04:4600:06:0924%x1893811802429478168581167913913289961100103%75%64%91%83%6%00:01:231.138.431.49.44900:14:3200:04:28

8. Analyst Performance – Email summary 8Service Desk Metrics [ protected ]

9. Skills Matrix 9Service Desk Metrics [ protected ]

10. Service Desk Comms Cell 10Service Desk Metrics [ protected ]

11. Comms Cell performance charts 11Service Desk Metrics [ protected ]

12. Monthly SLA Target report 12Service Desk Metrics [ protected ] Total Contacts (inc Email) Total SD Call Contacts OfferedAnswered Abandon ed in IVR Overall ASOA Major ASOA SAP MAM ASOA New ASOA Chase ASOA OOH ASOA STS ASOALongest wait ABANDON ED2 PWR/u nlocks FTF (New) FLF (New) INC SLA RESOLUTIO N SRQ SLA RESOLUTI ON AV CONTAC TS PER WORKIN G DAYCOMMENTS Jan-151106698348834100075203272156101701:16:5610.2%227772%83%98.2%99.5%527 5 High Priority Incidents Feb-1511171100738829124497375197165142500:48:3412.3%200770%78%98.1%99.5%559 9 High Priority Incidents Mar-159719890484364683720293756111800:15:225.3%224671%81%98.4%99.6%442 2 High call impacting Incs Apr-1510874102869038124897243394171142101:06:1612.1%181566%75%97.4%98.9%544 7 high call impacting Incs May-158817833577795565118315189121600:36:276.7%217071%79%97.8%99.1%464 8 high call impacting incs Jun-1598779228841881066232866109133300:29:128.8%250972%79%97.4%99.4%449 3 high call impacting Incs Jul-151168711134959515391103446108202144900:47:5313.8%238071%79%98.3%99.3%508 6 high call impacting Incs Aug-1500 #DIV/0! ##### #DIV/0! ##### Sep-1500 #DIV/0! ##### #DIV/0! ##### Oct-1500 #DIV/0! ##### #DIV/0! ##### Nov-1500 #DIV/0! ##### #DIV/0! ##### Dec-1500 #DIV/0! ##### #DIV/0! ##### YTD TOT/AV 732116779460929686576253675135132600:45:4910.1%220170%79%98.0%99.3%527 TARGET30 4.0%60.0%70.0%90.0%95.0%

13. Monthly ASOA sliding target 13Service Desk Metrics [ protected ] 08/13 12/13 11/13 04/13, 09/13, 10/13, 02/14, 03/14 06/13 05/13, 07/13, 01/14

14. Contact to Case Matrix 14Service Desk Metrics [ protected ]

15. Total Number of Unwanted Contacts – July 2015 Owner – Bill Schindler Number of Working days – 23 (22). Emails – 930 (1043) Abandoned Calls – 1539 (810). See High Call impacting Incidents on next slide, 6 (3) this month Advice – 1096 (1145). Referrals to CRAA and increasing Samsung S5 usage guidance Password Resets - 2380 (2509). ePayslips and increasing account unlocks required through not updating Samsung S5 AD passwords by both Desktop and SAP MAM colleagues. Incidents – 3275 (2772). See top categories on next slide. Total Contacts to SD - 12083 (10299). 15Unwanted Contacts [internal ]

16. IS Service Desk Performance – July 2015 16 ISMT – Service Desk Performance - internal Target 10% Blue < 8% Green 8-12% Amber 13-15% Red >15% Business and Service Desk impacting High priorities and issues –  1st – multiple colleagues unable to access external websites  6th – GISSTviewer access issue for multiple colleagues  9th – SAP ECC attachment viewing issue for multiple colleagues  16th – Avaya phones reset for multiple colleagues  17th – Call queues in multiple contact centres experienced various issues  20th – External internet access issues affecting multiple applications including Service Now KPI’s Target This Month Last Month Total Contacts8500116879877 ASOA45sec110 sec66 sec Abandoned4%13.8%9% FTF60%71%72% FLF70%79% INC SLA90%98%97% SRQ SLA95%99% AV Daily Contacts (inc Emails) 425508449

17. Scorecard Tracker PerspectiveNo.OwnerMeasureTarget Bandings 10-Dec14-Jan11-Feb11-Mar08-Apr13-May10-Jun08-Jul12-AugBlueGreenAmberRed PEOPLE BSC09Keith Barber Number of Hazards and Safe Acts recorded 72828191748583959480>72726571<65 BSC22Karen Craig% Absenteism rate1.00%4.76%2.85%3.59%1.06%1.65%3.36%1.01%1.23%1.65%<0.5%0.51%1.49%1.50%1.99%>2.0% BSC11Stuart Brown % of staff meeting minimum standard 85%85.0% 83.0%82.0%87.0%88.0%87.0%90.1%90.0%81.6%81.5%73.1%73.0% PROCESS BSC02Janet HadlumAverage age open incidents91057 1411 13 <88101113>13 BSC04Stuart Brown Average age open Service Requests 121613111210121012 <1010141519>19 BSC12Sydney Thompson Number of Failed Batch Jobs per month 205210254334494395427411327208<190190220221245>245 BSC14Sydney Thompson Number of Callouts during the month 1085511 5785<55151625>25 CUSTOMER BSC08Keith BarberAverage Wait Time30 secs11561759737975166110<2525353645>45 BSC06Stuart BrownNo. of chases/escalations805779777489180103129162<7070-9091-115>115 BSC15Keith Barber % of incidents resolved within committed fix time 95.0%98.0% 97.0%98.0%97.0% 98.0%97.0%98.0%>95%95.0%90.0%94.9%<90% BSC16Keith Barber % of service requests resolved within committed resolution time 95.0%99.0%98.0%97.0% 96.0%99.0% >95%95.0%90.0%94.9%<90% FINANCE BSC18Karen CraigCapital Recovery£10,000.00£36,182£21,724£27,232£6,381£4,831£11,452£10,188£10,995£2,078£10,600£10,599£9,600£9,599£8,600£8,599 BSC19Karl FenemerMonkspath data electrical costs12500119851164111472114461155011866121741277012788<1200012000129991300013999>14000 BSC20Karen CraigCapex Budget Forecast vs Actual-2.5%-22.3%-22.7%-22.1%-21.3%-4.9%0.0% Under budget <5% Under budget > 5%Over budget <5% Over budget >5% BSC21Karen CraigOpex Budget Forecast vs Actual-2.5%-17.6%-17.8%-17.5% -3.4%-16.3% -16.7%-5.5% Under budget <5% Under budget > 5%Over budget <5% Over budget >5% 17Service Desk Metrics [ protected ]

18. Next Steps BSC Review Next Steps Summary 12 August 2015 Scorecard MeasureExplanation of this Weeks Measure (Where Why)Next StepsResponsible Person Next Step Due date Average age of open Incidents The following are excluded when calculating this measure: Status Pending Software Release Pending Re-Run Pending Problem Pending Change Request Service Restored - further action required Amber - 13 days (13) Service Desk - 17 (13). Increased by 4 days. 73 (75) cases in the queue. 1 (0) from December, 1 (2) from April, 4 (8) from May, 6 (62) from June and remainder July and August. Oldest – 1st Dec – Tankering Planning tool application fault passed back from App support for ACC. Service Desk have now taken on managing third party support from Transend. 9th April – Samsung Tab waiting to be swapped out under warranty. Azzurri now have stock of one that has been swapped and now waiting for repair of faulty unit. No SLA known for this work. Sec Admin - 3 (5). Decreased by 2 days. 2 (1) open incidents both from July (29th & 31st), oldest being an access issue with one of the target generic training accounts, in ACI. Req Ful - 18 (9). Increased by 9 days. 21 (12) outstanding Incidents. Oldest Incident logged on 20/05/2015 is for a Samsung user who needs a network transfer due to poor coverage. In Status of ACI. Operations Analysis - 2 (1). Increased by 1 day. 27 (1) outstanding Incidents. Oldest Incident (522610) opened on 31/07/2015 – Target 'N Environment' Billing issue. Operations Control - 14 (5). Increased by 9 days. 2 outstanding Incidents. Oldest case INC 517678 was opened on 03/07/2015 - Multiple Alarms on CRAC 10 Overnight. MITIE REF 13962-4424697 – Airedale due onsite to repair 5th / 6th / 7th Aug. Operations Support (Monitoring) - 4 (0). Increased by 4 days. 1 outstanding Incident. Oldest case INC 522093 was opened on 29/07/2015 - Foglight issue - All locations showing as red in Foglight, licence expired, case open with Dell. Physical Environment - 0 (8). Decreased by 8 days. 0 outstanding Incidents. All other teams were 0 at the time of running the report. Average wait time July - Red - 110 (66) seconds New - 108 (66), Chase - 202 (109), Major - 34 (23), MAM - 46 (28), OOH - 14 (13), STS 49 (33) Contacts 11687 (9877) 23 (22) day month. Av contacts per day 508 (449). Ops 602 (500), STS - 256 (198) 1.0 Analyst on STS support. SERVICE IMPACTING INCIDENTS LAST MONTH 1st – multiple colleagues unable to access external websites 6th – GISSTviewer access issue for multiple colleagues 9th – SAP ECC attachment viewing issue for multiple colleagues 16th – Avaya phones reset for multiple colleagues 17th – Call queues in multiple contact centres experienced various issues 20th – External internet access issues affecting multiple applications including Service Now Service stability deteriorated with 6 high call volume incidents in the month. Headcount was also the lowest for a long time with two leavers and one long term sick as well as annual leave. Account lockouts as a result of Samsung rollout and iTrent ePayslips still increasing. Recruitment and training in progress. OND to be understood in when and how it will help. KBAugust 18Service Desk Metrics [ protected ]

19. Balanced Scorecard 19Service Desk Metrics [ protected ] % of Abandoned Calls in IVR PEOPLE PROCESS CUSTOMER FINANCE ON TARGET SLIGHTLY BELOW – WATCH IT! BELOW TARGET – ACTION ABOVE TARGET – REVIEW % of completed issues on weekly safety check list SSC Scorecard Week Ending 15/03/13 % of 1-2-1's completed and team meetings run (Monthly ) % of development plans conducted and actions achieved on time (Monthly) % of staff meeting minimum standard (Monthly) Average incident resolution time % Total Service Desk Fix (Monthly) Number of Chases / Escalations Average Wait Time Capital Recovery (Monthly) Capex Cost Savings Capex Budget Forecast vs Actual (Monthly Measure) Opex Budget Forecast vs Actual (Monthly Measure) % of Requests resolved within SLC (Monthly) % of Incidents resolved within SLC (Monthly) Quality Audit (Monthly) Average Age open incidents No. Of New Starters without basic access on Day 1 Number of completed SUSA’s

20. Average age and size of Queue Assignment Group No. of INC Manager Av. Age INC Assignment Group No. of SRQ Manager Av. Age SRQ AS SAP NW-Mobile5Gurinder Khangura305AST-Crimson1Mark Bloomer324 Release Management2Annette Kinsella246Business Process Optimisation2Rob Ryder313 AS SAP NW-PI6Gurinder Khangura220AS Java31David Adnderson287 AS Digital Technologies45David Adnderson212Architecture10John Skelton203 Test Management22Annette Kinsella187Safety Net3Michael Coles193 Telemetry Services30Gary Hartigan175Solution Delivery SAP CRM6David Ford170 AST-Crimson9Mark Bloomer172IS Sharepoint Support3Pavan Parshad167 AS Middleware2Gurinder Khangura140Solution Delivery SAP Finance1Chris Wood163 Tempura VC support9Paul Hurst130AS SAP NW-Portal7Gurinder Khangura158 AS SAP BI Data5Pavan Parshad110AS Reporting28Pavan Parshad151 AS SAP NW-Portal9Gurinder Khangura108Test Management13Annette Kinsella147 Safety Net12Michael Coles103Solution Delivery Mgmt and General20Darren Duncan145 AS Reporting522Pavan Parshad100Operations Analysis15Sydney Thompson133 AS Java70David Adnderson94AS.NET5David Adnderson125 Network15Warren Hines89Telemetry Services17Gary Hartigan125 Project Centre40Stephen Ashe85AS UNIX COBOL52Annette Kinsella111 AS UNIX COBOL108Annette Kinsella79Operations Support - Monitoring22Karl Fenemer109 Solution Delivery Water and Waste62Darren Duncan70Project Centre139Stephen Ashe105 AS GTX1David Adnderson62AS SAP NW-PI4Gurinder Khangura104 Solution Delivery SAP PM and Click14Darren Duncan62Field - IS159Ian McClure85 Solution Delivery Customer Mgmt46David Ford58Our New Desktop Project1Mark Bloomer81 Solution Delivery SAP Finance3Chris Wood52MS Tech Delivery9Warren Hines80 BI Report Development10Darren Fellows46AS Middleware2Gurinder Khangura75 Enterprise43Paul Rowson44Solution Delivery SAP PM and Click21Darren Duncan74 MS Tech Support78Mark Bloomer43Environment Management2Chris Davidson73 Wipro Support58Lawrence Jones43BI Business Translation2Alex McCarthy68 Solution Delivery Mgmt and General27Darren Duncan42Network36Warren Hines68 AS SAP ABAP25Gurinder Khangura40MS Tech Support47Mark Bloomer65 Digital Comms8Katharine Wrigley39Digital Comms3Katharine Wrigley64 Our New Desktop Project57Mark Bloomer35Change Management2Mark Davies60 Solution Delivery SAP CRM2David Ford32Config/License Management5Mark Davies60 Operations Support - Monitoring2Karl Fenemer30Tempura VC support1Paul Hurst57 Service Delivery1Mark Davies29SAP Security35Stuart Brown55 IT Security17Nick Needham28Wipro Support22Lawrence Jones55 AS.NET29David Adnderson25Airwatch12Mark BLoomer50 Airwatch25Mark BLoomer23Service Delivery13Mark Davies50 MS Tech Delivery2Warren Hines18AS SAP BI Data5Pavan Parshad48 Field - IS44Ian McClure15Infrastructure Management13Chris Davidson48 Request Fulfilment14Janet Hadlum13IT Security88Nick Needham46 Service Desk82Keith Barber12BI Report Development20Darren Fellows45 AS Sharepoint2Pavan Parshad11Wipro Application2Lawrence Jones43 SAP Security6Stuart Brown11AS Digital Technologies13David Adnderson42 AS Columbus1Annette Kinsella10AS SAP ABAP8Gurinder Khangura42 Service Now Development and Config8Chris Wood10Solution Delivery Customer Mgmt9David Ford39 Solution Delivery SAP HR3Chris Wood10Security Administration46Stuart Brown35 Operations Control3Karl Fenemer9Request Fulfilment400Janet Hadlum30 Solution Delivery SAP Plan to Adopt2Chris Wood7Enterprise26Paul Rowson29 BI Information Production2Alex McCarthy5Project Management Office19Stephen Ashe22 Solution Delivery SAP Procurement4Chris Wood4AS Columbus1Annette Kinsella16 Operations Support - Capacity1Karl Fenemer3AS Sharepoint3Pavan Parshad11 Operations Analysis4Sydney Thompson2Solution Delivery SAP Procurement8Chris Wood11 Service Desk58Keith Barber10 Operations Control4Karl Fenemer8 Service Now Development and Config8Chris Wood7 Total INC Last week 1522 Solution Delivery Water and Waste11Darren Duncan7 Total INC this week1597Solution Delivery SAP HR11Chris Wood5 Last Month (End of Month) 1105 Solution Delivery SAP Plan to Adopt4Chris Wood5 AS SAP NW-Mobile1Gurinder Khangura2 Chases By Team Airwatch2Total SRQ Last week 1441 AS Java1Total SRQ 1509 AS SAP NW-Mobile1Last Month (End of Month) 1594 AS UNIX COBOL2 Field - IS4 MS Tech Support1 Network1 Project Centre2 Request Fulfilment2 Solution Delivery SAP Plan to Adopt1 20Service Desk Metrics [ protected ]

21. Average age/Queue size RAG Matrix 21Service Desk Metrics [ protected ]

22. Ad hoc Problem Management 22ISMT – Service Desk Performance - internal

23. Ad hoc Problem Management 23ISMT – Service Desk Performance - internal

24. Results 24 91% of responses to the survey are positive This is a decrease to last months 92% positive responses 4 % of colleagues provided negative response. The remaining 5% of colleagues provided feedback which was neither positive or negative. This survey allows us to better understand and anticipate our colleagues needs and help deliver an improved experience The incident specific feedback that we receive can be broken down into categories, this allows us to see if there is any trend and take steps to deal with any recurring problems. IS teams that inspire the majority of positive responses Arosh Ali had the most ‘very satisfied’ responses regarding individual interaction Poor Incident management and lack of communication cause the most negative responses this month

25. Rant & Rave 25Service Desk Metrics [ protected ]

26. Conclusion Align and evolve to customer expectations the service you deliver. Involvement of team is crucial Understanding will only come from involvement and commitment keith.barber@severntrent.co.uk 26Service Desk Metrics [ protected ]