Most organizations think about communication best practices with reference to major outages, and events, but don’t consider the impact good communication can have on first contact resolution (FConR) and mean time to resolve (MTTR), even in a day-to-day context. Large outages attract a great...
Tag(s): communications skills, best practice, webinars, supportworld
Date Published - Last Updated October 13, 2015
Tag(s): KCS, KM, knowledge management
Date Published - Last Updated December 30, 2022
With the evolution of ITSM into ESM—enterprise service management—coupled with the increased adoption of cloud-based service management solutions, technical support leaders are planning ahead, doing their research, and gathering the facts they need to build a business case for their next toolset.
Tag(s): service management, webinars, trends, technology, technical support
Date Published - Last Updated September 30, 2015
Improving service management requires organizations to do things differently, and doing things differently requires organizational change. This white paper describes a straightforward, reproducible method of managing organizational change that will help ensure the success of any service...
Tag(s): white paper, service management, practices and processes, change management, organizational change management, supportworld
Date Published - Last Updated September 30, 2015
Because of the nature of business today, IT management has shifted from a set of tactical tasks to some of the most strategic initiatives within an organization. The mere fact that IT management is now part and parcel of the overall executive management team is a testament to the significant...
Tag(s): white paper, practices and processes, ITIL, IT-business alignment, IT service management, business of support, best practice, framework, framework and methodologies, business alignment
Date Published - Last Updated April 30, 2015
The help desk solutions available in today’s marketplace differ markedly from those of even a few years ago, however. Among the most dramatic technology shifts is where the help desk actually resides—not within the company’s walls, but in the “cloud.” The next generation of help desk...
Tag(s): white paper, technology, cloud computing, cloud, service desk technology, service management, service strategy
Date Published - Last Updated April 30, 2015
A well-designed, highly automated reporting framework that utilizes a balanced approach, effective graphics, clear targets, and real-time and periodic reporting, along with analysis and recommendations, is absolutely essential for IT service management to be effective in delivering quality...
Tag(s): white paper, productivity, practices and processes, metrics and measurements, best practice
Date Published - Last Updated December 30, 2014
While it was clear the Knowledge-Centered Support (KCS) methodology would help to address some of the key problem areas within the ATSC, it was also evident that KCS would have significant benefits for the organization.
Tag(s): case study, KCS
Date Published - Last Updated June 2, 2016
KCS was chosen as it allows for real-time knowledge management and provides a continuous feedback loop, features that are essential for successfully maintaining the information used in an IT environment.
Tag(s): case study, KCS
Date Published - Last Updated June 2, 2016
We focused on streamlining processes to eliminate duplication of effort and improve efficiency.
Tag(s): case study, service quality
Date Published - Last Updated June 2, 2016