This white paper focuses on building a business intelligence (BI) strategy that aligns with the enterprise goals, improves knowledge management, advances business by making the best use of information, enables BI penetration into the business processes, and helps enterprise with strategic,...
Tag(s): white paper, business of support, business intelligence, business alignment, knowledge management
Date Published April 29, 2015 - Last Updated April 30, 2015
If your organization is invested in sharing knowledge, the five measures presented in this article will help you report on progress and reinforce behaviors.
Tag(s): KM, knowledge management, metrics and measurements, process-improvement, reporting-and-analytics, service management, KCS, ITSM, IT service management, supportworld
Date Published April 23, 2015 - Last Updated May 11, 2016
Security isn’t “someone else’s job”—it’s everyone’s job. In this webcast, Winn Schwartau will discuss the importance of good security practices in the support center. Some of those good practices include monitoring all events, recording and classifying events,...
Tag(s): practices and processes, security management, mobile device support, mobility, service management, metrics and measurements
Date Published November 14, 2014 - Last Updated December 30, 2014
All support organizations operate along a continuum of maturity. Newer organizations, and those that have not yet matured, tend to be chaotic and reactive. By contrast, the most mature organizations are calm, focused, and disciplined. Those in the latter category operate very strategically, and...
Tag(s): business of support, customer service, customer satisfaction, metrics and measurements, practices and processes
Date Published June 12, 2012 - Last Updated May 11, 2016
Most support organizations agree that customer satisfaction (CSAT) is one of the most important metrics. But do they really believe that, or is that just empty praise? If it is as important as they claim, one would expect CSAT to be rigorously measured and tightly managed. But that is not often...
Tag(s): people, customer service, customer satisfaction, performance management, metrics and measurements
Date Published June 12, 2012 - Last Updated May 11, 2016
More and more organizations are turning to cloud services to reduce operational cost, transfer risk to service providers, and increase workforce mobility. Such change raises questions that must be answered. How do today’s leaders decide which services to migrate to the cloud and which to put in...
Tag(s): metrics and measurements, technology
Date Published May 25, 2012 - Last Updated May 11, 2016
If there’s one thing service desks are good at, it is collecting information and reporting on it. If there is one thing they are terrible at, it is being able to focus on the few instead of the many. But one way to find out if anyone is actually reading the reports you spend so much time...
Tag(s): metrics and measurements, people, workforce enablement, process, business of support
Date Published May 23, 2012 - Last Updated May 11, 2016
Incident categorization is a challenge for many organizations. Whether it is due to culture, politics, complexity, or an inability to agree, every organization, at some point, runs up against incident categorization. Why does it cause so much difficulty? Every organization is different. Their...
Tag(s): process, practices and processes, metrics and measurements
Date Published May 22, 2012 - Last Updated May 11, 2016
Customers and service providers sometimes have different opinions of what value is. Getting the right mix of benefits, features, quality, guarantees, and costs is paramount to happy customers and a good night’s sleep. Let’s call this right mix “the zone.” You want to be in the zone at all times....
Tag(s): customer service, metrics and measurements, process
Date Published May 22, 2012 - Last Updated May 11, 2016
One of the most common questions I hear from IT support managers is “How many technicians should I have in desktop support?” In this white paper, I will present a rigorous methodology for determining the appropriate technician headcount for desktop support. By following this approach, desktop...
Tag(s): white paper, staffing, metrics and measurements, library, desktop support
Date Published March 15, 2012 - Last Updated December 30, 2014