KCS is a set of practices for knowledge management that can improve the quality of services, reduce costs, and improve customer satisfaction.
Tag(s): supportworld, service management, knowledge management, KCS
Date Published November 7, 2017 - Last Updated August 22, 2018
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
How one service desk took a primitive knowledge management program and introduced KCS best practices to improve incident and problem management.
Tag(s): supportworld, KCS, knowledge management, incident management, problem management
Date Published October 31, 2017 - Last Updated December 6, 2017
Every service and support organization needs a clearly defined governance framework encompassing all ITSM processes.
Tag(s): supportworld, service management, ITSM, IT service management, governance, incident management
Date Published October 27, 2017 - Last Updated December 6, 2017
When Ellie Mae Technical Support adopted KCS, they reduced handle times, improved self-service options, and increased customer satisfaction.
Tag(s): supportworld, service management, knowledge management, KCS, self-service
Date Published October 23, 2017 - Last Updated December 6, 2017
How one company combined two service desks into one highly functional, efficient, and customer-centric IT service desk and created a robust training program at the same time.
Tag(s): supportworld, service management, service desk, customer experience
Date Published October 19, 2017 - Last Updated December 6, 2017
Assess the capabilities of both your tool and your team to provide service management to the areas of your business that are getting aboard the ESM train.
Tag(s): supportworld, service management, IT service management, ITSM, tools
Date Published October 11, 2017 - Last Updated December 6, 2017
See how Minnesota State University, Mankato is working to nurture a culture around knowledge sharing and gamified training for all support center employees.
Tag(s): supportworld, support center, knowledge management, gamification, training, workforce enablement, workforce enablement
Date Published October 10, 2017 - Last Updated December 6, 2017
Value Stream Mapping can be an effective leadership, collaboration, and problem-solving technique, but only if you obey these tips and warning hazards.
Tag(s): supportworld, service management, ITSM, IT service management, collaboration
Date Published October 4, 2017 - Last Updated December 6, 2017