As the support center continues to grow in its abilities to support users, the IT industry is putting a new focus on the solve rate. In the past, the industry strongly emphasized tier I overall and first-call solve rates. While these metrics remain extremely important, a support center seeking...
Tag(s): white paper, service desk, metrics and measurements, service management, best practice
Date Published April 29, 2015 - Last Updated April 29, 2015
Service quality is certainly in the eyes of the beholder, and the customer experience is an essential part of service quality. If you remove the customer as the main focus of a service quality strategy, you will lose sight of the purpose around creating and delivering a consistent, quality...
Tag(s): white paper, customer satisfaction, customer service, business of support, process, service quality, best practice, culture
Date Published April 29, 2015 - Last Updated April 30, 2015
High-performing IT organizations recognize the need to control and account for the IT assets that provide support for their IT infrastructure and service level agreements. A solid configuration management process, supported by an easy to‐use and information-rich configuration management database...
Tag(s): white paper, process, ITIL, best practice, practices and processes, configuration management, change management
Date Published April 29, 2015 - Last Updated April 29, 2015
In blog posts, presentations, and papers, the technical service and support industry is hearing the same thing: You need to show your business value. The HDI research discussed in this paper sheds light on the ways support centers—at least some of them—are working to show that they are valuable,...
Tag(s): white paper, research, business value
Date Published April 29, 2015 - Last Updated April 29, 2015
Effective leadership comes down to one thing: people care when they know that you care! In recent Gallup polls regarding the state of the US worker, it was shocking and disappointing to see how many people are truly disengaged in the workplace. In support organizations, the biggest...
Tag(s): white paper, leadership, people, business of support, workforce enablement
Date Published April 29, 2015 - Last Updated April 30, 2015
This white paper focuses on building a business intelligence (BI) strategy that aligns with the enterprise goals, improves knowledge management, advances business by making the best use of information, enables BI penetration into the business processes, and helps enterprise with strategic,...
Tag(s): white paper, business of support, business intelligence, business alignment, knowledge management
Date Published April 29, 2015 - Last Updated April 30, 2015
In this white paper, the different paths to ITIL Expert are discussed, looking at both the lifecycle and capability paths, the target audience for each path, typical roles and responsibilities, and the reasons why you might want to choose the capability or lifecycle path. The benefits of the...
Tag(s): white paper, framework, ITIL, training, process, framework and methodologies, best practice
Date Published April 29, 2015 - Last Updated April 29, 2015
Emerging technologies have changed the way we work and the nature of our support needs. Service desks, like technology, are constantly evolving, but the suddenness of the shift, and the speed with which it and Big Data have come to dominate critical decision making, is truly breathtaking....
Tag(s): service desk, mobility
Date Published April 23, 2015 - Last Updated February 25, 2016
The mere availability of a technology doesn’t mean it will be successful in the future; there are many other factors at play (societal, political, organizational), and most of these technologies will have no impact on customers or technical support. But some will, and, in fact, already are. In...
Tag(s): future of support, technology, technical support, supportworld
Date Published April 23, 2015 - Last Updated February 26, 2016
No matter how great the IT department is doing behind the scenes, it’s the frontline service desk that everyone sees. Since the service desk is the face of the IT department to the company, that face should have a smile on it, be familiar and helpful, address issues quickly, and keep everyone...
Tag(s): service desk, support center, desktop support, business value, outsourcing, supportworld
Date Published April 23, 2015 - Last Updated May 11, 2016