Major Incidents Resulting from Change: A Metric You Should Be Measuring

Major incidents resulting from change is one of the most effective metrics in your collection because it shows the service level impact of the changes being executed. It isn’t a measure of system failures; it’s a measure of departmental failures. It holds teams accountable for the impact they...
Date Published - Last Updated February 25, 2016

O365 + 92% FCR = Supporting Office 365 at the University of New Mexico

Supporting Office 365 is no easy task, especially in a university setting with a diverse audience of end users. But the University of New Mexico Information Technologies (UNM IT) is doing just that—and achieving exceptionally high first contact resolution rates, as well as huge growth in the use...
Date Published - Last Updated February 25, 2016

Service Desk 2.0: How to Achieve Service Excellence in 2013 and Beyond

The IT world is in the midst of dramatic change. With each passing day, the traditional model for remote support becomes increasingly outdated. Today there are 10 billion mobile devices, 50 percent more applications, an infinite amount of unique configurations, and more distributed workers than...
Date Published - Last Updated February 25, 2016

Date Published - Last Updated December 30, 2014

Tech Trends: Disk Imaging

Why should you use disk imaging tools, and which tool is right for the job?
Date Published - Last Updated February 25, 2016

The Case for Walk-In Support

On the surface, one might think that a mobile workforce (or student body) using its own technology would increase demand for distance support. Though we have seen a modest increase in distance support, we’ve actually seen a marked demand for in-person support. From our perspective, mobility has...
Date Published - Last Updated February 25, 2016

Windows 8: A Win-Win for IT and the Service Desk

IT has a tall order these days. Not only is it responsible for ensuring day-to-day operations, it’s also responsible for keeping data secure and ensuring that workers have the software they need to be productive. Because of this enormous responsibility, it’s no wonder IT tends to be skeptical...
Date Published - Last Updated February 25, 2016

After the Shift: The Journey Toward an Outcome-Based Services Model

Today, field and support service organizations are being challenged to replace traditional service offerings, where technical services are provided for a fixed price, to new models where revenue is earned by delivering positive customer outcomes. The biggest problem with confronting this...
Date Published - Last Updated February 26, 2016

BYOA: The New Frontier for IT Departments

Remember the days when the IT department simply handed out computers and phones and told you what you could put on them? Then came BYOD, and now knowledge workers are adopting the latest and greatest personal devices—like smartphones and tablets—for both business and personal use. The next BYO...
Date Published - Last Updated February 25, 2016

Working Out Loud: The Fast Track to Collective Responsibility

if you want everyone in the boat rowing at the same speed, you must get the first oar in the water, then the next, and so on until everyone is contributing to the boat’s forward momentum. This is the essence of collective responsibility. Simulations can provide you with the game film, practice,...
Date Published - Last Updated February 26, 2016