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.
Date Published July 28, 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.
Date Published July 17, 2016 - Last Updated December 15, 2016
Follow the journey of one company that transformed their localized help desk into an outsourced global service desk that provides 24x7 support.
Date Published July 3, 2016 - Last Updated December 15, 2016
As you continue delivering and maturing your service offering, having senior management’s respect, confidence, and support should be priority one!
Date Published June 27, 2016 - Last Updated July 19, 2018
Providing customers with mobile support and mobile information—in a visually appealing and usable format—helps end users resolve their issues and requests and gets them back to work quickly.
Date Published June 21, 2016 - Last Updated December 15, 2016
First Level Resolution (FLR) is a measure of efficiency and effectiveness that shows how many resolutions you provide without hierarchical escalation.
Date Published June 20, 2016 - Last Updated December 15, 2016
To create meaningful policies, procedures, and work instructions, you must have clear goals and maintain the documents to keep them relevant.
Date Published June 16, 2016 - Last Updated April 19, 2019
Email templates help new service desk agents get up to speed quickly, enable managers to store information in a central location, and improve agent productivity.
Date Published June 9, 2016 - Last Updated March 14, 2017
Good incident management practices require IT to follow a process and communicate with customers.
Date Published June 1, 2016 - Last Updated December 15, 2016
Outsourcing, automation, and technology are forcing technical support teams to adapt the way they work. Developing right-brain skills might just be the answer.
Date Published May 31, 2016 - Last Updated December 1, 2017