There are lots of variables and issues to address when deployment a performance management system across a small or large business. There are two questions that are critical to your success, regardless of the size or nature of your business.
Date Published April 29, 2015 - Last Updated January 14, 2016
As customer expectations for service management quality within organizations have risen, it has become necessary to reconsider the part desktop support plays in delivering services to IT clientele. In order to ensure that desktop support—which, in many organizations, is the public face of...
Date Published April 29, 2015 - Last Updated April 30, 2015
Measurements in support center operations can be useful for identifying required resources for staffing, determining schedules, calculating return on investment, measuring agent and support center performance, justifying needed changes, and understanding organizational productivity. The approach...
Date Published April 29, 2015 - Last Updated January 14, 2016
Many outsourcing agreements provide clients with the right to benchmark price and service levels. Some clients struggle to successfully gain the benefit of benchmarking. Contrary to popular belief, the primary obstacle to a successful benchmark is not the service provider, but the benchmarking...
Date Published April 29, 2015 - Last Updated January 14, 2016
The service level management process represents the heart of any ITSM program, as it deals with managing customer expectations and defining the level of service to be provided. In cloud-based or multisourced environments this is of particular importance, since accountability for the end-to-end...
Date Published April 29, 2015 - Last Updated January 14, 2016
This guide outlines the path to an aligned service strategy and structure that supports and governs the people, integrated processes, and tools supported by a balanced performance scorecard.
Date Published April 29, 2015 - Last Updated June 23, 2016
Setting up a performance management system can deliver tremendous results. We’ve seen it deliver hundreds of millions of dollars in value in months. Today it has become an important tool in building an organizational culture of choice, and delivering great results.
Date Published April 29, 2015 - Last Updated January 14, 2016
The new world of support will be based on more than transactional analysis—it will be built around relationships, goals, and business value. For years, support has tracked volume, speed, and performance against transactional goals. But the new world of support is one in which we will need...
Date Published April 29, 2015 - Last Updated April 30, 2015
This white paper illustrates key knowledge management milestones in context of the KCS journey. For each phase, we describe the relevant benefits and measures and how these factors change as organizations mature from adoption through proficiency. We specifically note the tell-tale conditions,...
Date Published April 29, 2015 - Last Updated January 14, 2016
Today’s demanding service environment requires service leaders to deliver cost-effective, quality services that meet the dynamic needs of the business. One all-important aspect of service delivery is cost. Service leaders must know their costs at all times and have a strategy for driving down...
Date Published April 29, 2015 - Last Updated January 14, 2016