Why do end users or customers ignore issues and continue to suffer, rather than contact support and get the issues addressed?
Date Published April 4, 2018 - Last Updated December 13, 2018
Optum’s End User Technology Services harnessed a focus on teamwork and implemented centralized services where needed to help them achieve team excellence.
Date Published March 28, 2018 - Last Updated December 13, 2018
Marsh & McLennan tackled a growing service desk, software updates, language barriers, and integration from mergers and acquisitions to achieve team excellence.
Date Published March 27, 2018 - Last Updated December 13, 2018
The Houston Independent School District overcame challenges with leadership turnover, hardware rollouts, knowledge management, and business systems to achieve team excellence.
Date Published March 26, 2018 - Last Updated December 13, 2018
Jeff Rumburg explores tickets per user per month and dispels a common misperception that the user population alone will define the number of technicians needed.
Date Published March 20, 2018 - Last Updated December 13, 2018
Many service and support organizations struggle with the ability to make lasting improvements because they don't know how to assess the metrics they report.
Date Published March 14, 2018 - Last Updated December 13, 2018
You can influence the outcomes of your metrics and increase both your customer and employee satisfaction.
Date Published March 6, 2018 - Last Updated December 13, 2018
A good SLA provides mutual benefit to both the IT organization and the business it serves.
Date Published March 1, 2018 - Last Updated December 13, 2018
Artificial Intelligence, machine learning, bots, and other automation tools are poised to make a large impact on support.
Date Published February 27, 2018 - Last Updated December 13, 2018
Jeff Rumburg looks at percent resolved level 1 capable, a desktop support metric that provides insight into total cost of ownership for service and support.
Date Published February 15, 2018 - Last Updated December 13, 2018