Practices and Processes

Frontline tools and techniques for a successful support center.

Tag(s): benchmarking, business of support, business value, incident management, industry, metrics and measurements, multichannel support, practices and processes, research, research corner, service level management, SLA, support channels, technology

Tag(s): business of support, customer service, framework and methodologies, leadership, metrics and measurements, toolbox, people, process, practices and processes, professional development, research, technology, workforce enablement, RESOURCES


Security isn’t “someone else’s job”—it’s everyone’s job. In this webcast, Winn Schwartau will discuss the importance of good security practices in the support center. Some of those good practices include monitoring all events, recording and classifying events,...

Tag(s): practices and processes, security management, mobile device support, mobility, service management, metrics and measurements


Hear Buff Scott and Jim Bolton discuss the keys to success for implementing problem management and provide insight and tips for overcoming common roadblocks. This webinar will explore many important topics, such as the foundational elements that need to exist, the data you should be...

Tag(s): practices and processes, problem management, problem solving and troubleshooting, process-improvement, best practice

Tag(s): metrics and measurements, practices and processes, research, technical support, KM, knowledge management, knowledge-management-systems, KCS, staffing


While it’s true that measures and metrics need to be focused at each of three levels—operational, tactical, and strategic—it’s also true that both operational and tactical measurements need to provide information that can be used at the strategic level. Many of the...

Tag(s): metrics and measurements, business of support, practices and processes, business alignment, business value


When it comes to technology migrations, the Boise State University customer support team has the formula down. They transitioned from Windows XP to Windows 7 a few years back, a move that helped them establish a solid framework for rollouts; they’re now using that framework to prepare for a...

Tag(s): practices and processes, process, change management, process management

Tag(s): byod, best practice, customer service, desktop support, mobile device support, mobility, practices and processes, research, self-service, staffing, technology

Operational level agreement (OLA) template
Tag(s): OLA, operational level agreement - OLA, practices and processes


The rules have changed. The world of technical service and support is different, and a new kind of ITSM leader is needed. In this webcast, Charles Araujo will examine the changing IT landscape and explain what those changes mean for ITSM leaders. Drawing insights...

Tag(s): business of support, desktop support, leadership, professional development, practices and processes, service management