The use of automation to cope with rapidly expanding or marginally efficient workloads is all too often considered as a last resort, after all other remedies have been exhausted. There is a more proactive way to approach this labor-saving tool.
Tag(s): supportworld, technical support, technology, costs, ITSM, IT service management, automation, cost per ticket, cost models
July 26, 2021

 
IT-business alignment essentially refers to internal organizational coordination in which IT objectives are brought in line with the business goals of the organization. In practice, this means that every department actively works towards attaining business objectives through improved business...
Tag(s): supportworld, service quality, service management, best practice, business alignment, business intelligence
June 23, 2021

 
Jeff Rumburg of MetricNet has delivered many great columns that examine some of the key performance indicators of the IT service and support industry. Here are ten to consider when you need to refresh on some of the key performance indicators of the industry.
Tag(s): supportworld, service quality, service management, best practice, metrics and measurements
June 22, 2021

 
The CIO used to be considered the chief nerd who lacked an eye for business. As businesses rely increasingly on digital sales and interactions, that has rapidly changed. Now the CIO is an integral part of the C-suite. We ask 7 CIOs how things have changed.
Tag(s): best practice, business alignment, business intelligence, business of support, supportworld
June 15, 2021

 
We group 10 great columns from Jeff Rumburg of MetricNet that examine some of the key performance indicators of the IT service and support industry. Each column can serve as a great introduction or refresher of the way we measure how the job gets done.
Tag(s): supportworld, service quality, service management, best practice, metrics and measurements
May 26, 2021

 
The best way to retain customer loyalty is to avoid complications in the customer experience. Here is a suggestion for a hands-on approach for troubleshooting potential issues that customers may have experienced, with examples of how this approach has been implemented.
Tag(s): supportworld, costs, ITSM, IT service management, business intelligence, business of support, cost models, customer service
April 6, 2021

 
Too often sales and service were siloed from each other, but that should change, says one analyst. Ivan Moore argues that we need to adapt to be more agile, and train service teams to help cross-sell after fulfilling a customer service request.
Tag(s): supportworld, costs, ITSM, IT service management, business intelligence, business of support, cost models, customer service
April 5, 2021

 
AITSM is a confusing name for a confusing subject, but it’s a way of thinking of which service desks can be automated and which require a human touch. A systemic approach to implementing AI can help improve the customer experience, and make your team more efficient.
Tag(s): supportworld, technical support, technology, cost per ticket, costs, ITSM, IT service management
March 29, 2021

 
Change is hard, but it is harder when there isn’t a clear understanding of what change you are wanting and what risk you are willing to accept. Here is an approach toward streamlining the risk assessment of proposed changes to bring about better results.
Tag(s): supportworld, collaboration, business intelligence, change management, configuration management
March 23, 2021

 
An argument for why many customer satisfaction metrics can be boiled down to just three metrics that measure the efficiency of your process when it comes to tickets. Manuel Palachuk unpacks the concept of Agile, quite literally, with a real-world example of moving apartments.
Tag(s): supportworld, agile, business of support, capacity management, cost per ticket
March 3, 2021