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
Tag(s): research, research corner, metrics and measurements
Tag(s): desktop support, customer service, framework and methodologies, practices and processes, metrics and measurements, process, research, RESOURCES, technology
Customers and service providers sometimes have different opinions of what value is. Getting the right mix of benefits, features, quality, guarantees, and costs is paramount to happy customers and a good night’s sleep. Let’s call this right mix “the zone.” You want to be in the zone at all times....
Tag(s): customer service, metrics and measurements, process
Designing a ticket categorization structure that not only makes sense, but which can also stand the test of time is an important, if difficult, task. Support organizations must strike a balance between selecting categories that are easy for analysts to choose correctly and producing reports that...
Tag(s): process, practices and processes, metrics and measurements
Incident categorization is a challenge for many organizations. Whether it is due to culture, politics, complexity, or an inability to agree, every organization, at some point, runs up against incident categorization. Why does it cause so much difficulty? Every organization is different. Their...
Tag(s): process, practices and processes, metrics and measurements
Tag(s): business of support, customer service, framework and methodologies, leadership, metrics and measurements, novice, people, process, practices and processes, professional development, research, technology, workforce management, RESOURCES
An essay that defines first contact resolution rate in a multichannel environment.
Tag(s): metrics and measurements, RESOURCES
Tag(s): customer satisfaction, customer service, customer survey tools, metrics and measurements, novice, people, research
First level resolution (FLR) is a measure of a service desk’s ability to resolve tickets at level 1, without having to escalate the ticket to level 2 (desktop support), level 3 (internal IT professionals in applications, networking, the data center, or elsewhere), field support, or vendor...
Tag(s): metrics and measurements