The traditional "command and control’ service desk and IT asset management models that served corporate IT so well are now straining to keep up with the pace of twenty-first-century business. The old models made sense in the past, when it was important to protect expensive IT resources and...
Tag(s): white paper, support models, service strategy, business of support
Date Published April 29, 2015 - Last Updated April 30, 2015
This guide outlines the path to an aligned service strategy and structure that supports and governs the people, integrated processes, and tools supported by a balanced performance scorecard.
Tag(s): white paper, balanced scorecard, best practice, practices and processes, tools, technology
Date Published April 29, 2015 - Last Updated June 23, 2016
Convincing the CFO of the value your ITIL initiative brings to the business may be the biggest challenge you face. It may also be the most important role you play as an IT leader. We need to rethink the way we describe our vision and high-level business objectives for our ITIL initiative. The...
Tag(s): white paper, process, ITIL, business of support, service management, business alignment, framework and methodologies, IT service management
Date Published April 29, 2015 - Last Updated January 14, 2016
By setting expectations and clarifying the business benefits, self-service leaders can embark on a continuous journey of selling the value of people helping themselves, 24x7, to achieve lower operating costs and a better customer experience.
Tag(s): white paper, self-service tools, process, knowledge management, KM, best practice
Date Published April 29, 2015 - Last Updated January 14, 2016
This white paper illustrates key knowledge management milestones in context of the KCS journey. For each phase, we describe the relevant benefits and measures and how these factors change as organizations mature from adoption through proficiency. We specifically note the tell-tale conditions,...
Tag(s): white paper, service desk, KCS, knowledge management, best practice, metrics and measurements
Date Published April 29, 2015 - Last Updated January 14, 2016
Organizations that are focused on applying best practices from ITIL have numerous questions about the newest release, ITIL v3. Will it live up to the expectations of IT executives who must continually face the challenge of supporting innovative projects to help their companies grow? Can this...
Tag(s): white paper, service management, service strategy, process, ITIL, IT-business alignment, IT service management, business of support, best practice, business alignment, ITSM
Date Published April 29, 2015 - Last Updated January 14, 2016
These days, it seems that all the talk in the industry centers around things like the configuration management database (CMDB), service portfolio, desktop virtualization, and other really important issues. While it’s exciting and sexy to talk about these trendy topics, we shouldn’t lose sight of...
Tag(s): white paper, incident management, process, business of support, continual service improvement, service management
Date Published April 29, 2015 - Last Updated April 30, 2015
In this white paper, learn why social media is important and how to get started with it. Explore the pros and cons of each social media channel and method, and learn about some best and worst practices.
Tag(s): white paper, HDI, social media, best practice
Date Published April 29, 2015 - Last Updated April 30, 2015
An effective, first-rate help desk is easy to spot—you can hear it, see it, and feel it. You can hear it in the satisfied relief of callers thanking support personnel. You can see it in help desk metrics that prove speed, effectiveness, and successful problem resolution. You can feel it in help...
Tag(s): white paper, process, leadership, customer satisfaction, customer service, service quality, best practice, people
Date Published April 29, 2015 - Last Updated January 14, 2016
As the support center continues to grow in its abilities to support users, the IT industry is putting a new focus on the solve rate. In the past, the industry strongly emphasized tier I overall and first-call solve rates. While these metrics remain extremely important, a support center seeking...
Tag(s): white paper, service desk, metrics and measurements, service management, best practice
Date Published April 29, 2015 - Last Updated April 29, 2015