Backlog is important to both the service provider and its customers and supplies. A clear definition is essential to avoiding miscommunication.
Tag(s): supportworld, KPI, metrics and measurements
Date Published July 22, 2016 - Last Updated December 15, 2016
Last week's #HDIchat featured some truth-telling about reporting and explored getting what you ask for in your RFP for a ticketing or ITSM tool. How does your organization measure up?
Tag(s): hdichat, supportworld, ITSM, reporting, reporting-and-analytics, technology
Date Published July 19, 2016 - Last Updated December 15, 2016
Last week's #HDIchat featured some truth-telling about project management, from single project focus to multiple simultaneous upgrades and changes.
Tag(s): hdichat, supportworld, ITSM, reporting, reporting-and-analytics, technology
Date Published July 19, 2016 - Last Updated December 15, 2016
Designing a ticket categorization structure that not only makes sense, but which can also stand the test of time is an important, if difficult, task. Support organizations must strike a balance between selecting categories that are easy for analysts to choose correctly and producing reports that...
Tag(s): process, practices and processes, metrics and measurements
Date Published July 14, 2016 - Last Updated July 14, 2016
Follow the journey of one company that transformed their localized help desk into an outsourced global service desk that provides 24x7 support.
Tag(s): case study, outsourcing, service level agreement, service providers, service desk, technical support, supportworld
Date Published July 3, 2016 - Last Updated December 15, 2016
Self-service is an important tactic for successful end-user support. But be aware that Tier 0 does have effects on the traditional metrics support centers use.
Tag(s): metrics and measurements, self-service, support center, support channels, supportworld
Date Published June 22, 2016 - Last Updated December 15, 2016
First Level Resolution (FLR) is a measure of efficiency and effectiveness that shows how many resolutions you provide without hierarchical escalation.
Tag(s): first call resolution, knowledge management, metrics and measurements, reporting-and-analytics, supportworld, technical support
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.
Tag(s): continual service improvement, customer satisfaction, customer experience, KPI, supportworld, service management
Date Published June 17, 2016 - Last Updated December 15, 2016
The targets and commitments documented in our Service Level Agreements (SLAs) depend greatly on the strength of our Operational Level Agreements (OLAs).
Tag(s): technical support, SLA, service level agreement, OLA, operational level agreement - OLA, supportworld, support center
Date Published February 25, 2016 - Last Updated December 15, 2016
The balanced scorecard aligns business activities to the vision and strategy of the organization and measures an organization’s progress toward its goals.
Tag(s): balanced scorecard, metrics and measurements, supportworld
Date Published February 24, 2016 - Last Updated April 19, 2019