Enterprise service management provides an opportunity for IT to assume a vital role within the organization, bringing specific expertise and experience to the enterprise as a whole.
Tag(s): focus series, supportworld, business value, service management, ITSM, IT service management, IT-business alignment
Date Published December 1, 2016 - Last Updated April 19, 2019
Until you can show the value the support center contributes to the business, it will be difficult to get approval for any substantial improvements the support center needs.
Tag(s): focus series, supportworld, support center, business value, business alignment
Date Published December 1, 2016 - Last Updated October 31, 2016
The coming of automation in the support center will be an evolution, and you should be thinking of ways this technology can assist you and your team.
Tag(s): automation, future of support, technology, support center, supportworld, service desk technology
Date Published November 30, 2016 - Last Updated April 19, 2019
In IT, following the process will reduce the mean time to resolve incidents, which in turn restores services to normalcy in a timely manner.
Tag(s): best practice, escalation, incident management, IT service management, ITSM, process, service desk, support center, supportworld
Date Published November 16, 2016 - Last Updated April 19, 2019
In last week's #HDIchat, participants discussed the metrics that demonstrate the support organization's value to the business.
Tag(s): hdichat, supportworld, metrics and measurements, reporting-and-analytics, business value
Date Published November 15, 2016 - Last Updated April 19, 2019
Conference attendance is a commitment in time and money. So, how do you choose which conference to attend, and how do you ensure you get a good return on your investment?
Tag(s): workforce enablement, supportworld, training, return on investment - ROI, hdi conference, fusion conference, business value
Date Published November 9, 2016 - Last Updated December 1, 2017
Solving customers’ problems or answering their questions quickly and correctly matters more than taking the highest number of calls or closing the highest number of tickets. It isn’t a race, after all.
Tag(s): business value, customer service, supportworld
Date Published October 25, 2016 - Last Updated April 19, 2019
Swarming not only gets problems resolved, but also you typically get resolution much more quickly. It is also a great training mechanism for front-line employees.
Tag(s): collaboration, customer experience, customer service, employee engagement, ITSM, IT service management, practices and processes, service design, service desk, support center, supportworld
Date Published October 20, 2016 - Last Updated April 19, 2019
Because rollouts require concentrated effort to complete work within a specified time, bringing in contractors to assist desktop support can be beneficial.
Tag(s): capacity management, desktop support, human resources, RESOURCES, staffing, supportworld, workforce enablement, contracting
Date Published October 19, 2016 - Last Updated April 19, 2019
The most successful incident escalation processes include a Well-defined process, Well-defined tools, and an open dialogue between the support center and all second-level teams receiving escalations.
Tag(s): escalation, KM, knowledge management, practices and processes, problem solving and troubleshooting, support operations, support center, supportworld
Date Published October 18, 2016 - Last Updated April 19, 2019