Rethinking IT service desk metrics that hide user frustration

IT service desks face a challenge: metrics look good, but user experience tells another story. This disconnect, called the Watermelon Effect, stems from outdated technology, fragmented tools, and reactive workflows that hinder meaningful support at scale.

This ebook explores how modern platforms and AI can transform service delivery by addressing root causes. Learn strategies to build proactive systems that align performance with business outcomes, including:

· Steps to modernize knowledge management and automate tasks
· How AI-powered triage reduces downtime and improves resolutions

Read the ebook to bridge the gap between metrics and service quality.