Jeff Rumburg looks at percent resolved level 1 capable, a desktop support metric that provides insight into total cost of ownership for service and support.
Tag(s): supportworld, metrics and measurements, desktop support
Date Published February 15, 2018 - Last Updated December 13, 2018
Jeff Rumburg looks at percent resolved level 1 capable, a desktop support metric that provides insight into total cost of ownership for service and support.
Tag(s): supportworld, metrics and measurements, desktop support
Date Published February 14, 2018 - Last Updated December 13, 2018
Step outside your comfort zone of stock reporting to ask and answer unique questions of your ITSM data. It will likely pay off huge dividends.
Tag(s): supportworld, metrics and measurements, ITSM, KPI
Date Published February 6, 2018 - Last Updated December 13, 2018
These thought leaders are practitioners and consultants in technical support and service management who share insights with the community.
Tag(s): supportworld, support center, workforce enablement, workforce enablement, technology, metrics and measurements, customer experience, customer service, desktop support, service management
Date Published January 19, 2018 - Last Updated January 23, 2019
A handful of critical metrics can be combined to create a single, overall measure of service desk performance.
Tag(s): supportworld, metrics and measurements, balanced scorecard
Date Published January 17, 2018 - Last Updated December 13, 2018
Today’s service management tools make it easy to publish dashboards showing the current state of IT service and support. But the tendency is to overdo things a bit…
Tag(s): supportworld, metrics and measurements, dashboards, business value, business alignment
Date Published December 19, 2017 - Last Updated December 18, 2017
Who has made an impact on the technical support industry? Help us put together the list of HDI’s Top 25 Thought Leaders in Technical Support and Service Management.
Tag(s): supportworld, support center, workforce enablement, technology, service management, desktop support, customer experience, metrics and measurements
Date Published December 7, 2017 - Last Updated December 12, 2017
First level resolution (FLR) is a measure of a service desk’s ability to resolve tickets at Level 1, without having to escalate the ticket to Level 2 or Level 3.
Tag(s): supportworld, metrics and measurements, first call resolution
Date Published November 16, 2017 - Last Updated December 6, 2017
Learn how one organization changed the paradigm of conventional IT and put people first instead of ticket metrics to improve service delivery and customer satisfaction.
Tag(s): supportworld, customer experience, customer satisfaction, IT service management, ITSM, metrics and measurements
Date Published November 1, 2017 - Last Updated December 6, 2017
Learn how one service desk improved first call resolution, implemented self-service password reset, and formalized a continuous improvement process.
Tag(s): supportworld, service management, six sigma, self-service, continual service improvement, first call resolution
Date Published October 31, 2017 - Last Updated December 6, 2017