Discover Jeff Rumburg’s expert advice on IT support success, including key metrics to track, surprising AI trends, and the importance of turning data into actionable insights.
Tag(s): supportworld, leadership, metrics and measurements
Date Published February 5, 2025 - Last Updated February 5, 2025
Tag(s): Director, Manager, metrics and measurements
Date Published November 20, 2024 - Last Updated November 20, 2024
Learn different approaches to calculating cost per call in help desk environments, from basic formulas to advanced cost-based accounting principles. Industry experts share insights on tracking split time, measuring true support costs, and using metrics effectively.
Tag(s): supportworld, cost per ticket, KPI
Date Published October 17, 2024 - Last Updated January 7, 2025
Don't confuse VIP people with VIP issues. Prioritize service requests based on business impact, not individual status. Learn how to build a service desk culture that values both.
Tag(s): supportworld, SLA, culture
Date Published September 25, 2024 - Last Updated January 7, 2025
The Only Metric That Matters: How to Optimize Service Desk ROI
Tag(s): supportworld, support models, service design, service catalog, service level agreement, service level, service strategy, service management
Date Published July 24, 2024 - Last Updated January 7, 2025
The Only Metric That Matters: How to Optimize Service Desk ROI
Tag(s): supportworld, support models, service design, service catalog, service level agreement, service level, service strategy, service management
Date Published July 24, 2024 - Last Updated January 7, 2025
Assuming Responsibility for a Struggling Service Desk
Tag(s): supportworld, support models, service design, service catalog, service level agreement, service level, service strategy, service management
Date Published July 17, 2024 - Last Updated January 7, 2025
The Interplay of Culture Change and Organizational Change Management (OCM) in IT Service Management (ITSM) Projects
Tag(s): supportworld, support models, service design, service catalog, service level agreement, service level, service strategy, service management
Date Published July 8, 2024 - Last Updated January 7, 2025
Revolutionizing the Incident Management Practice
Tag(s): supportworld, support models, service design, service catalog, service level agreement, service level, service strategy, service management
Date Published July 8, 2024 - Last Updated January 7, 2025
Now’s your chance to join a blogging team of IT service and support professionals who share their knowledge with the community!
Tag(s): supportworld, business intelligence, professional development
Date Published June 13, 2024 - Last Updated June 13, 2024