Questions about relationships, expectations, resources, and financial management can be resolved effectively when you view a service desk (or any IT service delivery group) as a business within a business. Unrealistic expectations, accusations that you cost too much, and a lack of perceived...
Tag(s): business of support, process, financial management, cost models
The challenges organizations face today aren't the same as the challenges we faced ten or twenty years ago. There are few places where this is more apparent than support, and many organizations are changing the way they do business to address these challenges. Today, there is a rising...
Tag(s): customer service, business of support, process, practices and processes
Many support centers across the industry are making changes to their staff structures in order to improve customer service. Despite the structural changes being made, most organizations have retained the help desk as the single point of contact (SPOC). The online survey about support staff...
Tag(s): business of support, KM, knowledge management, novice, people, practices and processes, research, staffing
When Apple announced the launch of the Apple Stores in 2001, it was met with widespread skepticism. There was concern over the impact the stores would have on Apple’s existing retail channels, the fact that Apple had no experience in retail, and that the mere existence of retail stores would do...
Tag(s): process, business of support, people, customer service
As organizations multisource their IT services, push services to the cloud, and consolidate services into enterprise-shared services to reduce costs, their success increasingly depends on relationship management rather than the deep systems expertise that has traditionally been their core...
Tag(s): process, business of support, customer service, practices and processes
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
The results presented in this report speak to the current level of popularity and current practices of the BYOD programs across the IT service and technical support community. This report also identifies the drivers that motivate the implementation of these programs, as well as employee...
Tag(s): business of support, desktop support, novice, mobility, practices and processes, research, technology
Call it the cloud. Call it converged infrastructure. Call it hybrid delivery, or whatever the marketers come up with next. The fact is, the world of IT has changed. It’s the “new IT.” But let’s be honest: it’s not altogether new, and it’s not altogether IT. So what is it, and how is it going to...
Tag(s): process, business of support, framework and methodologies
With all of the buzz around strategic planning, it’s understandable that today’s IT manager or CIO, however shrewd he or she may be, might feel overwhelmed by the plethora of definitions on offer. This easy-to-use toolkit provides a simple, yet effective, tried-and-true approach to building and...
Tag(s): people, leadership, process, business of support, practices and processes
Most businesses claim to use their customer service organizations as key differentiators in creating competitive advantage in the marketplace, but this claim does not withstand closer analysis. The service the vast majority of these companies provide is actually the same as their competitors, so...
Tag(s): customer service, people, process, business of support, practices and processes