For IT to evolve from being functional to outcome driven, they must know what brings value and revenue to the business.
Date Published July 29, 2020 - Last Updated December 10, 2020
Jeff Rumburg examines same day/next day resolution, a metric that measures the percentage of tickets opened and resolved within one business day.
Date Published July 28, 2020 - Last Updated December 10, 2020
If you want to measure success in providing high-quality service and support, you need to include feedback from end-users.
Date Published July 15, 2020 - Last Updated December 10, 2020
Whatever we do in regard to change management, it must be adaptive enough for all types of IT changes—not just applications or infrastructure.
Date Published July 14, 2020 - Last Updated December 10, 2020
The service desk as the single point of contact helps enable a stronger shift-left strategy and the delivery of consistent and high-quality customer service.
Date Published July 7, 2020 - Last Updated December 10, 2020
Poor ticket quality, which can increase the mean time to resolve and negatively impact customer satisfaction, should be measured at all levels of support.
Date Published June 23, 2020 - Last Updated October 10, 2024
Now is the time to nurture your connections with your professional network, your coworkers, and your customers.
Date Published June 17, 2020 - Last Updated December 10, 2020
Become an A11y through ITSM by making your systems, customer portals, websites, publications, and more accessible.
Date Published June 11, 2020 - Last Updated December 10, 2020
For a successful service catalog implementation, you’ll need to agree on the definition of service and understand your customers’ needs.
Date Published June 10, 2020 - Last Updated December 10, 2020
You need to choose metrics that have realistic SLAs and make sense to every stakeholder they affect, not just your service desk team.
Date Published June 2, 2020 - Last Updated December 10, 2020