For IT to evolve from being functional to outcome driven, they must know what brings value and revenue to the business.
Date Published July 29, 2020 - Last Updated December 10, 2020
Jeff Rumburg examines same day/next day resolution, a metric that measures the percentage of tickets opened and resolved within one business day.
Date Published July 28, 2020 - Last Updated December 10, 2020
Consider these insights from business leaders and CIOs as we turn the corner toward the “new normal.”
Date Published July 21, 2020 - Last Updated December 10, 2020
We need great leadership to make any organization not only float but also be successful. But great leaders also need to understand the importance of participation.
Date Published July 16, 2020 - Last Updated December 10, 2020
If you want to measure success in providing high-quality service and support, you need to include feedback from end-users.
Date Published July 15, 2020 - Last Updated December 10, 2020
Whatever we do in regard to change management, it must be adaptive enough for all types of IT changes—not just applications or infrastructure.
Date Published July 14, 2020 - Last Updated December 10, 2020
ITSM departments need to put processes in place to mitigate the risk of real and perceived security threats.
Date Published July 9, 2020 - Last Updated December 10, 2020
Learn how home-based work can contribute to a long-term business continuity strategy for service and support organizations.
Date Published July 8, 2020 - Last Updated December 10, 2020
The service desk as the single point of contact helps enable a stronger shift-left strategy and the delivery of consistent and high-quality customer service.
Date Published July 7, 2020 - Last Updated December 10, 2020
With a skill set that combines technical aptitude with customer service and communication skills, good technical support candidates can be difficult to find.
Date Published July 2, 2020 - Last Updated December 10, 2020