Effective process design is about engaging the business, understanding their objectives, and translating that knowledge into repeatable processes.
Tag(s): supportworld, service management, process, ITSM
November 8, 2017
KCS is a set of practices for knowledge management that can improve the quality of services, reduce costs, and improve customer satisfaction.
Tag(s): supportworld, service management, knowledge management, KCS
November 7, 2017
Learn how one organization changed the paradigm of conventional IT and put people first instead of ticket metrics to improve service delivery and customer satisfaction.
Tag(s): supportworld, customer experience, customer satisfaction, IT service management, ITSM, metrics and measurements
November 1, 2017
How one service desk took a primitive knowledge management program and introduced KCS best practices to improve incident and problem management.
Tag(s): supportworld, KCS, knowledge management, incident management, problem management
October 31, 2017
Learn how one service desk improved first call resolution, implemented self-service password reset, and formalized a continuous improvement process.
Tag(s): supportworld, service management, six sigma, self-service, continual service improvement, first call resolution
October 31, 2017
Every service and support organization needs a clearly defined governance framework encompassing all ITSM processes.
Tag(s): supportworld, service management, ITSM, IT service management, governance, incident management
October 27, 2017
In the past decade, training delivery methods have evolved to include virtual and e-learning options in addition to traditional classroom training.
Tag(s): supportworld, training, workforce enablement
October 24, 2017
When Ellie Mae Technical Support adopted KCS, they reduced handle times, improved self-service options, and increased customer satisfaction.
Tag(s): supportworld, service management, knowledge management, KCS, self-service
October 23, 2017
How one company combined two service desks into one highly functional, efficient, and customer-centric IT service desk and created a robust training program at the same time.
Tag(s): supportworld, service management, service desk, customer experience
October 19, 2017
Jeff Rumburg continues his series on KPIs for service and support with a look at desktop support cost per ticket.
Tag(s): supportworld, metrics and measurements, desktop support, costs, cost per ticket
October 18, 2017