An effective, first-rate help desk is easy to spot—you can hear it, see it, and feel it. You can hear it in the satisfied relief of callers thanking support personnel. You can see it in help desk metrics that prove speed, effectiveness, and successful problem resolution. You can feel it in help...
Date Published April 29, 2015 - Last Updated January 14, 2016
As the support center continues to grow in its abilities to support users, the IT industry is putting a new focus on the solve rate. In the past, the industry strongly emphasized tier I overall and first-call solve rates. While these metrics remain extremely important, a support center seeking...
Date Published April 29, 2015 - Last Updated April 29, 2015
Service quality is certainly in the eyes of the beholder, and the customer experience is an essential part of service quality. If you remove the customer as the main focus of a service quality strategy, you will lose sight of the purpose around creating and delivering a consistent, quality...
Date Published April 29, 2015 - Last Updated April 30, 2015
One of the “quality problems” to have, as your business grows, is the challenge of managing all of your resources. This white paper will present some easy ways to successfully implement and deploy a configuration management database (CMDB), and explain how you can adopt a CMDB for rest of the IT.
Date Published April 29, 2015 - Last Updated April 30, 2015
High-performing IT organizations recognize the need to control and account for the IT assets that provide support for their IT infrastructure and service level agreements. A solid configuration management process, supported by an easy to‐use and information-rich configuration management database...
Date Published April 29, 2015 - Last Updated April 29, 2015
In blog posts, presentations, and papers, the technical service and support industry is hearing the same thing: You need to show your business value. The HDI research discussed in this paper sheds light on the ways support centers—at least some of them—are working to show that they are valuable,...
Date Published April 29, 2015 - Last Updated April 29, 2015
Effective leadership comes down to one thing: people care when they know that you care! In recent Gallup polls regarding the state of the US worker, it was shocking and disappointing to see how many people are truly disengaged in the workplace. In support organizations, the biggest...
Date Published April 29, 2015 - Last Updated April 30, 2015
This white paper focuses on building a business intelligence (BI) strategy that aligns with the enterprise goals, improves knowledge management, advances business by making the best use of information, enables BI penetration into the business processes, and helps enterprise with strategic,...
Date Published April 29, 2015 - Last Updated April 30, 2015
In this white paper, the different paths to ITIL Expert are discussed, looking at both the lifecycle and capability paths, the target audience for each path, typical roles and responsibilities, and the reasons why you might want to choose the capability or lifecycle path. The benefits of the...
Date Published April 29, 2015 - Last Updated April 29, 2015
No matter how great the IT department is doing behind the scenes, it’s the frontline service desk that everyone sees. Since the service desk is the face of the IT department to the company, that face should have a smile on it, be familiar and helpful, address issues quickly, and keep everyone...
Date Published April 23, 2015 - Last Updated May 11, 2016