Since HDI started conducting research specific to desktop support, more than half the organizations responding have indicated an increase in tickets year over year.
Tag(s): desktop support, research, supportworld, metrics and measurements, support operations
Date Published January 25, 2017 - Last Updated December 6, 2017
IT organizations need to do more than just think that they do service management and deliver services just because they adopted ITIL.
Tag(s): business value, ITIL, IT service management, ITSM, service management, supportworld
Date Published January 24, 2017 - Last Updated December 6, 2017
Almost all organizations and IT departments have started automating at least some processes in their business. The long-term trend will bring with it huge potential and efficiencies for support organizations. So, how will it potentially impact your business?
Tag(s): supportworld, technical support, automation, infographic
Date Published January 20, 2017 - Last Updated March 10, 2021
Review the metrics you report for your support center more than once a year, and you’ll be better equipped to answer questions and request investments.
Tag(s): best practice, metrics and measurements, supportworld, support center, reporting-and-analytics
Date Published January 18, 2017 - Last Updated December 6, 2017
When support center tickets are escalated, delayed, bounced back and forth, and argued over, the end-user is the one who is still suffering degradation of service.
Tag(s): customer experience, customer service, escalation, support center, supportworld
Date Published January 17, 2017 - Last Updated December 6, 2017
If support center staff can provide support through remote control, does that mean that desktop support only responds when remote control can’t be used to resolve the issue?
Tag(s): desktop support, future of support, process management, self-service, service desk, support center, supportworld, trends
Date Published January 12, 2017 - Last Updated December 6, 2017
Mobility is accelerating business expectations of the service management professional like never before.
Tag(s): change management, mobility, service management, supportworld
Date Published January 10, 2017 - Last Updated December 6, 2017
Often, tech support initiatives require approval from senior management. How do support managers make the case?
Tag(s): business of support, business value, hdichat, leadership, service management, supportworld
Date Published January 9, 2017 - Last Updated December 6, 2017
Getting funded and approved for additional staff, new software tools, or other expenditures for the support center can be challenging.
Tag(s): supportworld, tools, support center, service management, RESOURCES, costs, business value
Date Published January 5, 2017 - Last Updated December 6, 2017
As tech support professionals, we must ensure that the metrics we report provide value to inform our services at operational, tactical, and strategic levels.
Tag(s): balanced scorecard, KPI, metrics and measurements, reporting, supportworld, technical support
Date Published January 1, 2017 - Last Updated December 15, 2016