As you continue delivering and maturing your service offering, having senior management’s respect, confidence, and support should be priority one!
Tag(s): supportworld, support operations, staffing, IT service management, case study, business value
Date Published June 27, 2016 - Last Updated July 19, 2018
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
To create meaningful policies, procedures, and work instructions, you must have clear goals and maintain the documents to keep them relevant.
Tag(s): change management, IT service management, service management, supportworld
Date Published June 16, 2016 - Last Updated April 19, 2019
Good incident management practices require IT to follow a process and communicate with customers.
Tag(s): support center, supportworld, service desk, incident management, best practice, process management
Date Published June 1, 2016 - Last Updated December 15, 2016
It’s easy to be lured by the ITSM tool with the most bells and whistles, but take the time to find the tool that best fits your company’s operational needs.
Tag(s): IT service management, ITSM, IT Service Management - ITSM, supportworld, tools, service management
Date Published May 27, 2016 - Last Updated April 19, 2019
Many organizations have implemented problem management, per ITIL, by performing root cause analysis on important incidents, deriving lessons learned, and deploying corrective steps in order to prevent similar incidents from recurring. However, this process is still reactive in nature, as a...
Tag(s): customer experience, problem management, ITIL, supportworld
Date Published May 26, 2016 - Last Updated April 19, 2019
Despite the industry buzz over DevOps, HDI research shows that 73% of support teams are dissatisfied with their current level of involvement with development.
Tag(s): change management, devops, knowledge management, KCS, ITSM, supportworld, support center
Date Published April 29, 2016 - Last Updated December 1, 2017
Creating an enterprise service portal and request catalog is an ongoing effort that keeps growing in functionality.
Tag(s): service catalog, supportworld, service management
Date Published March 1, 2016 - Last Updated December 15, 2016
Support centers that handle escalations with consistent procedures provide better customer service and increase productivity.
Tag(s): best practice, escalation, service level management, support center, technical support, supportworld
Date Published February 26, 2016 - Last Updated April 19, 2019