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
We were looking for increased functionality, including automation, defined escalation paths, trend analysis, and real-time dashboards and reporting.
Tag(s): case study, service quality
Date Published - Last Updated June 2, 2016
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
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
Fiserv began implementing its knowledge management strategy in 2012. First, they implemented a process to streamline the receipt of knowledge updates.
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
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
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The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings. Attend this webinar to learn how the 2016...
Tag(s): community, membership, service management, continual service improvement, webinars, supportworld
Date Published - Last Updated January 24, 2017
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
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