First Level Resolution (FLR) is a measure of efficiency and effectiveness that shows how many resolutions you provide without hierarchical escalation.
Date Published June 20, 2016 - Last Updated December 15, 2016
Customer satisfaction management involves understanding the issues beyond the data points that key performance indicators provide.
Date Published June 17, 2016 - Last Updated December 15, 2016
To create meaningful policies, procedures, and work instructions, you must have clear goals and maintain the documents to keep them relevant.
Date Published June 16, 2016 - Last Updated April 19, 2019
Leadership exists in many different forms in the service desk, and it is not exclusive to management. Good leaders identify the ways to unite diverse personalities.
Date Published June 14, 2016 - Last Updated December 15, 2016
Email templates help new service desk agents get up to speed quickly, enable managers to store information in a central location, and improve agent productivity.
Date Published June 9, 2016 - Last Updated March 14, 2017
Good incident management practices require IT to follow a process and communicate with customers.
Date Published June 1, 2016 - Last Updated December 15, 2016
Outsourcing, automation, and technology are forcing technical support teams to adapt the way they work. Developing right-brain skills might just be the answer.
Date Published May 31, 2016 - Last Updated December 1, 2017
It’s easy to be lured by the ITSM tool with the most bells and whistles, but take the time to find the tool that best fits your company’s operational needs.
Date Published May 27, 2016 - Last Updated April 19, 2019
Many organizations have implemented problem management, per ITIL, by performing root cause analysis on important incidents, deriving lessons learned, and deploying corrective steps in order to prevent similar incidents from recurring. However, this process is still reactive in nature, as a...
Date Published May 26, 2016 - Last Updated April 19, 2019
Despite the industry buzz over DevOps, HDI research shows that 73% of support teams are dissatisfied with their current level of involvement with development.
Date Published April 29, 2016 - Last Updated December 1, 2017