The Toolbox

Download tools and templates for the technical service and support industry.

Tag(s): service level agreement, SLA, RESOURCES, toolbox

 
Guide: Items to consider when setting up your ACD announcements.
Tag(s): toolbox, RESOURCES, technology, service desk technology

 
Guide: HDI's standard job titles and brief definitions.
Tag(s): toolbox, RESOURCES, human resources, workforce enablement, people

 
Essay: One common mistake organizations make when implementing a knowledge base is rushing to implement self-service before they are truly ready. Use the LZS metric to predict your success rate before you grant customers access to your knowledge base.
Tag(s): RESOURCES, toolbox, KM, knowledge management, KCS

 
Tool: Worksheet (.xls) to help calculate the cost of support per workstation or device in your organization.
Tag(s): RESOURCES, business alignment, business of support, toolbox

 
Tool: Worksheet (.xls) to help evaluate support requirements for new technologies and products.
Tag(s): RESOURCES, business of support, toolbox, change management, technical support, gap analysis

 
Tool: A simple checklist for use when monitoring calls.
Tag(s): toolbox, RESOURCES, metrics and measurements, human resources, performance management, practices and processes

 
Tool: Worksheet (.xls) to calculate return on investment (ROI) of acquiring or building a knowledge base.
Tag(s): RESOURCES, business of support, toolbox, KM, knowledge management

 
Essay: A discussion of how to assign severity levels when it is not obvious, or when it affects a particular person or group.
Tag(s): toolbox, RESOURCES, practices and processes, best practice, service desk

 
Tool: A simple checklist for use at the beginning of each shift.
Tag(s): toolbox, RESOURCES, performance management, practices and processes, best practice, service desk