By setting expectations and clarifying the business benefits, self-service leaders can embark on a continuous journey of selling the value of people helping themselves, 24x7, to achieve lower operating costs and a better customer experience.
Tag(s): white paper, self-service tools, process, knowledge management, KM, best practice
Date Published April 29, 2015 - Last Updated January 14, 2016
This white paper illustrates key knowledge management milestones in context of the KCS journey. For each phase, we describe the relevant benefits and measures and how these factors change as organizations mature from adoption through proficiency. We specifically note the tell-tale conditions,...
Tag(s): white paper, service desk, KCS, knowledge management, best practice, metrics and measurements
Date Published April 29, 2015 - Last Updated January 14, 2016
Organizations that are focused on applying best practices from ITIL have numerous questions about the newest release, ITIL v3. Will it live up to the expectations of IT executives who must continually face the challenge of supporting innovative projects to help their companies grow? Can this...
Tag(s): white paper, service management, service strategy, process, ITIL, IT-business alignment, IT service management, business of support, best practice, business alignment, ITSM
Date Published April 29, 2015 - Last Updated January 14, 2016
With the launch of the third incarnation of ITIL, we now have an industry standard road map for taking ITSM best practices to the next level. ITIL v3 marks a significant change in emphasis, away from IT as a series of interlinked processes and toward IT being considered as a value-added service...
Tag(s): white paper, framework and methodologies, ITIL, service management, process
Date Published April 29, 2015 - Last Updated April 30, 2015
These days, it seems that all the talk in the industry centers around things like the configuration management database (CMDB), service portfolio, desktop virtualization, and other really important issues. While it’s exciting and sexy to talk about these trendy topics, we shouldn’t lose sight of...
Tag(s): white paper, incident management, process, business of support, continual service improvement, service management
Date Published April 29, 2015 - Last Updated April 30, 2015
This paper is intended to provide guidance for those who are in the midst of, or are considering, IT process improvement project implementations based upon ITIL, and are asking questions about how implementing ITIL might impact their current and future implementation plans.
Tag(s): white paper, HDI, ITIL, framework and methodologies, ITSM, practices and processes, service management
Date Published April 29, 2015 - Last Updated April 30, 2015
In this white paper, learn why social media is important and how to get started with it. Explore the pros and cons of each social media channel and method, and learn about some best and worst practices.
Tag(s): white paper, HDI, social media, best practice
Date Published April 29, 2015 - Last Updated April 30, 2015
Have you ever been part of an IT project that started with high hopes and fanfare, but ended up behind schedule, over budget, and ultimately in trouble? This scenario might sound like a professional nightmare, but for many IT project managers it has at some point been an unwelcome and dreaded...
Tag(s): white paper, project management, process, PMO, PMP, PMI
Date Published April 29, 2015 - Last Updated January 14, 2016
An effective, first-rate help desk is easy to spot—you can hear it, see it, and feel it. You can hear it in the satisfied relief of callers thanking support personnel. You can see it in help desk metrics that prove speed, effectiveness, and successful problem resolution. You can feel it in help...
Tag(s): white paper, process, leadership, customer satisfaction, customer service, service quality, best practice, people
Date Published April 29, 2015 - Last Updated January 14, 2016
Today’s demanding service environment requires service leaders to deliver cost-effective, quality services that meet the dynamic needs of the business. One all-important aspect of service delivery is cost. Service leaders must know their costs at all times and have a strategy for driving down...
Tag(s): white paper, process, metrics and measurements, customer satisfaction, customer service, incident management, practices, service management, single point of contact, support models
Date Published April 29, 2015 - Last Updated January 14, 2016