What are your experiences in implementing Service Quality in IT departments? Started with basic quality metrics or implemented any frameworks?

designed a service desk with all user and customer metrics like number of first fixed - number of answered calls, number of re-opened tickets etc.. also managed to eliminate the blame culture amongst technical solution groups by seperating the critical tickets to be managed by a virtual team from every IT support team so no single sections gets the clock ticking against them.  designed all the processes required and the kpi's to manage our certification in quality and Help Desk institue.