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...
Tag(s): metrics and measurements, performance management, service desk, service delivery

 
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...
Tag(s): business of support, infrastructure change management, IT-business alignment, support operations, case study

 
In order to run IT like a business, a technical service and support organization needs to have a clear picture of the services it provides and how these services create value for its customers. Many organizations find it difficult to define services from the customer’s perspective because...
Tag(s): business value, business alignment

 
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...
Tag(s): case study, desktop support, first call resolution, infrastructure change management, knowledge management, KM, release management, service desk

 
Offshoring—moving jobs to other countries—is a topic that elicits strong reactions from people. Management is frequently in favor of it, for a variety of reasons; workers, on the other hand, can feel threatened, fearing that their jobs are in danger. There are political, economic, and ethical...
Tag(s): outsourcing, support center

 
In the business world, we’re often required to decide between products or services we don’t know much about; this is especially true when it comes to new, cutting-edge technology and trends. We’re much more susceptible to hype when we’re in unfamiliar territory and have no prior experience. This...
Tag(s): business value, research

 
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...
Tag(s): continual service improvement, leadership, organizational change management, process-improvement, support center

 
It’s no secret that customers really want just two things from their interactions with the service desk: speed and accuracy. They want someone to answer the phone quickly, someone who can help them with their problems, and someone who can provide solutions that are correct and helpful. So, if...
Tag(s): customer experience, service desk, staffing

 
While the total number of incidents/service requests, the potential impact of restricted access, and ease of automation will all vary by service, type of support, company, industry, etc., automation is subject to the greatest variability. Executing on a vision is certainly easier said than done,...
Tag(s): automation, self-service, service desk, outsourcing

 
Today, outsourced service providers live in a world where customers call the shots. As a customer, you’ve come to expect more than a standard set of services. Instead of one model in one color, you want outsourced services that can be customized to your needs, uniquely branded and themed for...
Tag(s): practices and processes, outsourcing, process management, business of support, sourcing