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...Sheet about it service management modeling reporting on itsm metrics business decisions examining the risks and impacts of improvement activities identifying risk areas deficiencies that could use dashboard customer capability operational financial regulatory medium high legal exposure outages rework waste delayed solutions slow processes security breaches inaccurate information turnaround times unexpected costs higher or escalating low employee morale lack agility to respond needs unwanted pr dissatisfied customers suppliers inability scale fines penalties levels nonvalue labor overhead loss market share revenuesales servicedesk desk activate this model enter yes no possible metric sources total number calls acd system average call duration minutes waiting tooling support level cmmi tool ratings surveys transferred abandoned available agent hours staffing reports agreements unavailable is down tolerance target warning resolution rate utilization abandon experience availability key per...