Supporting Office 365 is no easy task, especially in a university setting with a diverse audience of end users. But the University of New Mexico Information Technologies (UNM IT) is doing just that—and achieving exceptionally high first contact resolution rates, as well as huge growth in the use...
Date Published - Last Updated February 25, 2016
While “agile” is freely used, there’s not a clear definition of what “being agile” actually means, particularly in the context of technical support and service management. In this article, I will provide a high-level overview of Agile concepts, its origins, its primary frameworks, and its value....
Date Published - Last Updated December 1, 2017
Total contact ownership is a mark of business maturity for technical service and support organizations. It takes the best practices of ITSM and strengthens them with customer service resolve. TCO has always depended on the “one team, customer first” approach, as it requires the assignment groups...
Date Published - Last Updated July 19, 2018
Some of the most effective techniques for doing more with less come from lean management. Using these techniques, I’ve been able to mobilize my teams while maintaining or improving morale and customer satisfaction. But where do you start? How do you identify the areas that will have the biggest...
Date Published - Last Updated February 25, 2016
Today’s technical service and support organizations are constantly challenged to do more with less while remaining cost-efficient, maintaining service level agreements, and dealing with an ever-changing business and technological landscape. These changes create disruption and frustration for...
Date Published - Last Updated February 25, 2016
Service providers have come to the realization that their departments simply are not sharing information as well as they could. There are just too many silos, which inhibit the free exchange of shared knowledge, ideas, and experience. The result? Poor decision making, agility, and knowledge...
Date Published - Last Updated February 25, 2016
Without clear objectives, metrics are just a pile of numbers. The good is when we beat our targets, the bad is when we fail to hit those targets, and the ugly is when we fail to set challenging objectives. Remember, like baseball, the only thing that really matters in the end is whether or not...
Date Published - Last Updated February 25, 2016
TECO Energy’s vision for its enterprise resource planning (ERP) project was to consolidate its existing financial, materials management (supply chain management), and human resource management applications and systems onto a single integrated platform across TECO Energy’s businesses. This...
Date Published - Last Updated February 25, 2016
L.L.Bean, a leading clothing and outdoor recreation equipment retailer, was built on a legacy of high-quality products and impeccable customer service. Founded in 1912, today the company generates about $1.5 billion in sales worldwide, thanks to the efforts of 5,000 year-round employees. After...
Date Published - Last Updated February 25, 2016
RedSeal Networks provides proactive enterprise security management solutions that continually assess and fortify organizations’ cyberdefenses while automating compliance. Its engineers provide global, round-the-clock support, troubleshooting any obstacles to the analysis and improvement of...
Date Published - Last Updated February 25, 2016