The savings service desks see from preventing tickets go beyond direct support costs.
Tag(s): supportworld, metrics and measurements, costs, business value, service desk
Date Published December 30, 2020 - Last Updated January 20, 2023
Jeff Rumburg tackles one of the most widely tracked metrics in the technical support industry, Average Speed of Answer.
Tag(s): supportworld, metrics and measurements, cost per ticket, service desk
Date Published December 29, 2020 - Last Updated January 20, 2023
A well-done value stream map helps organizations understand what the customer values and the most efficient way of delivering that value.
Tag(s): supportworld, service desk, continual service improvement, business value, support center, service management, customer experience
Date Published December 28, 2020 - Last Updated December 14, 2020
The value of a good problem management practice is more than just identifying and resolving causes of incidents.
Tag(s): supportworld, service management, problem management, ITIL
Date Published December 27, 2020 - Last Updated December 16, 2020
Customers, either internal or external, are people first. Treat them as such and you will stand a better chance of providing quality service, even when things go wrong. Here are seven tips for IT service professionals to communicate with customers with empathy.
Tag(s): supportworld, culture, service quality, customer experience, customer service, communications skills
Date Published December 26, 2020 - Last Updated December 14, 2020
While the implementation process for a chatbot is relatively easy, you must establish a strategy that lets you experiment and learn from the experience.
Tag(s): supportworld, automation, technology, knowledge management
Date Published December 23, 2020 - Last Updated December 14, 2020
Phyllis Drucker offers a bit of help identifying IT improvements that will take your service up a notch.
Tag(s): supportworld, service management, customer experience, framework and methodologies, desktop support
Date Published December 22, 2020 - Last Updated December 14, 2020
If the metrics you use look great, but your end users aren’t completely in love with your service, you might be an IT Flat Earther.
Tag(s): supportworld, customer experience, metrics and measurements
Date Published December 21, 2020 - Last Updated December 14, 2020
Root cause analysis can play an important role in continuous improvement and general IT operations, especially if you are concerned about customer experience.
Tag(s): supportworld, service management, ITIL, root cause analysis
Date Published December 18, 2020 - Last Updated December 14, 2020
Change management should focus less on outputs and more on the desired outcomes the organization requires of change.
Tag(s): supportworld, service management, change management, business value, agile, devops, ITIL
Date Published December 17, 2020 - Last Updated December 14, 2020