Theme

Metrics and improvement

KPIs, from SLA to XLA, a maturity assessment and capacity planning. Measure where you stand and improve on purpose, without reporting theatre.

Below are the published articles in this theme, newest first. Every piece comes from practice and is meant to apply tomorrow, not to gather dust in a drawer.

XLA

From SLA to XLA: measure what users experience, not just the target

A green SLA does not mean users are happy. Learn what an XLA adds, how experience and targets complement each other and how to start in practice.

July 1, 2026

KPI

The service desk KPIs that actually matter, beyond ticket count

Ticket count tells you little. Learn which service desk KPIs really steer: first-time-fix, reopen rate, knowledge reuse and user happiness.

May 6, 2026

Maturity

What an ITSM maturity assessment really tells you

An ITSM maturity assessment is about people and process, not tooling. Learn which areas you measure and what a useful assessment actually delivers.

May 2, 2026

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