Email is still an important channel for support centers, and good written communication is not to be taken for granted.
Date Published April 27, 2017 - Last Updated December 6, 2017
A new UFFA scoring method could help you gain a new appreciation for KCS expectations for your tech support staff and give you an action plan for optimizing KCS.
Date Published April 27, 2017 - Last Updated December 6, 2017
Learn why changing our data source from cases to articles moves us from reactive to proactive problem management for tech support.
Date Published April 20, 2017 - Last Updated December 6, 2017
You can use two analysis techniques, combined with the relevant data from your knowledge repository, to help problem management start to fulfill its promise.
Date Published April 12, 2017 - Last Updated December 6, 2017
Technology hard trends in artificial intelligence, cyber security systems, cloud computing, data analytics, and virtualization will shape the future of tech support.
Date Published April 11, 2017 - Last Updated December 6, 2017
Consider whether reporting against knowledge article usage, as evidenced by linking articles to incidents, is a better way to prioritize incident types for problem management.
Date Published April 6, 2017 - Last Updated December 6, 2017
There is hope for problem management to be proactive by marrying problem management with knowledge management/knowledge sharing practices.
Date Published March 30, 2017 - Last Updated December 6, 2017
Problem management is supposed to help identify and remediate the underlying causes of unplanned interruptions (incidents) to services.
Date Published March 27, 2017 - Last Updated April 19, 2019
In order for support organizations to be truly successful, ticket documentation should be an every time event, not a sometimes event.
Date Published March 23, 2017 - Last Updated December 6, 2017
SLAs establish a minimum level of service a tech support organization will provide to customers.
Date Published March 22, 2017 - Last Updated December 6, 2017