Many organizations have implemented problem management, per ITIL, by performing root cause analysis on important incidents, deriving lessons learned, and deploying corrective steps in order to prevent similar incidents from recurring. However, this process is still reactive in nature, as a...
Tag(s): customer experience, problem management, ITIL, supportworld
May 26, 2016
Despite the industry buzz over DevOps, HDI research shows that 73% of support teams are dissatisfied with their current level of involvement with development.
Tag(s): change management, devops, knowledge management, KCS, ITSM, supportworld, support center
April 29, 2016
Creating an enterprise service portal and request catalog is an ongoing effort that keeps growing in functionality.
Tag(s): service catalog, supportworld, service management
March 1, 2016
Best practices in call handling can enhance the customer experience and dramatically help improve the perceived value of your support center.
Tag(s): supportworld, support operations, support center, desktop support, customer satisfaction
February 29, 2016
Support centers that handle escalations with consistent procedures provide better customer service and increase productivity.
Tag(s): best practice, escalation, service level management, support center, technical support, supportworld
February 26, 2016
The targets and commitments documented in our Service Level Agreements (SLAs) depend greatly on the strength of our Operational Level Agreements (OLAs).
Tag(s): technical support, SLA, service level agreement, OLA, operational level agreement - OLA, supportworld, support center
February 25, 2016
The balanced scorecard aligns business activities to the vision and strategy of the organization and measures an organization’s progress toward its goals.
Tag(s): balanced scorecard, metrics and measurements, supportworld
February 24, 2016
The ability to peer review, monitor, and mentor is ultimately a rewarding gift to the support center analyst and to the support center.
Tag(s): support operations, supportworld
January 29, 2016
Like it or not, feelings and emotions play a huge role in every area of our personal and professional lives. The best leaders understand the source of negative emotions and are able to channel those feelings into ones of productivity, solutions, and positive results.
Tag(s): employee engagement, gamification, hdi conference, practices and processes, people, supportworld
January 28, 2016
In this update to the 2014 road map, the DSAB articulates the continuing evolution of desktop support, including the skills needed, and industry trends, such as cloud computing, shadow IT, BYOD, virtualization, security needs, and consumerization.
Tag(s): desktop support, HDI, business value, leadership, service strategy, technology, supportworld
January 13, 2016