ITSM What is an Agent Utilization Rate? IT Service Week, February 24, 2025February 23, 2025 In the bustling world of service desks, where tickets pile up and end-users expect swift resolutions, efficiency is king. Agent Utilization Rate is a key performance indicator known measuring the efficiency of the Service Desk. For those managing IT Service Management (ITSM) operations, understanding this metric is crucial to optimizing…