In last week's #HDIchat, we asked participants how cloud adoption has changed support.
Tag(s): hdichat, supportworld, cloud, cloud computing, desktop support, support center, technology
Date Published August 2, 2016 - Last Updated December 15, 2016
The best leaders are those who know how to guide their followers, helping them understand what's in it for them.
Tag(s): workforce enablement, leadership, people, performance management, supportworld
Date Published July 29, 2016 - Last Updated December 15, 2016
If you are not measuring incidents and service requests separately, start doing it. It’s a big step on the road to better support and service management.
Tag(s): best practice, incident management, metrics and measurements, support center, supportworld, technical support
Date Published July 28, 2016 - Last Updated December 15, 2016
Backlog is important to both the service provider and its customers and supplies. A clear definition is essential to avoiding miscommunication.
Tag(s): supportworld, KPI, metrics and measurements
Date Published July 22, 2016 - Last Updated December 15, 2016
Loss of trust can mean lost revenue. But with a few simple changes, you can reap all of the benefits that a high trust organization enjoys.
Tag(s): supportworld, service quality, relationship, employee satisfaction, customer service, customer experience, culture
Date Published July 20, 2016 - Last Updated December 15, 2016
Last week's #HDIchat featured some truth-telling about project management, from single project focus to multiple simultaneous upgrades and changes.
Tag(s): hdichat, supportworld, ITSM, reporting, reporting-and-analytics, technology
Date Published July 19, 2016 - Last Updated December 15, 2016
Last week's #HDIchat featured some truth-telling about reporting and explored getting what you ask for in your RFP for a ticketing or ITSM tool. How does your organization measure up?
Tag(s): hdichat, supportworld, ITSM, reporting, reporting-and-analytics, technology
Date Published July 19, 2016 - Last Updated December 15, 2016
KCS is a methodology that incorporates knowledge as a key component for service delivery and includes specific elements to follow for success.
Tag(s): best practice, case study, KCS, knowledge management, support center, supportworld
Date Published July 17, 2016 - Last Updated December 15, 2016
IT organizations spend considerable time, money, and energy on incident management, but what you should be investing your resources in is what customers want: incident resolution.
Tag(s): incident management, service management, supportworld
Date Published July 15, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked you to share your organization's position on analyst independence: Are your analysts required to use scripts? Do you measure adherence to scripts or guidelines? Do you monitor quality? How have these practices made a difference in your organization?
Tag(s): hdichat, service quality, quality management, quality assurance, monitoring, supportworld
Date Published July 5, 2016 - Last Updated December 15, 2016