Metrics are not enough for understanding whether or not your IT service is meeting the needs of your client or organization. Here is a look at a way to get a complete picture of what needs are being met and what is missing from the services provided.
Tag(s): supportworld, support center, support industry, support models, service quality, service support, service strategy, service level agreement
August 24, 2021
Experience level agreements help measure what traditional metrics, like CSAT scores, might miss. The beauty of XLAs is they measure how well your IT service desk is meeting business and employee needs and outcomes, instead of just measuring what has been agreed upon for service.
Tag(s): supportworld, service quality, service management, best practice, metrics and measurements, methodology
August 17, 2021
Massive amounts of data streaming out of the systems can help IT administrators and others keep up to date about that performance and the overall end-user experience, if accessible. The visualization market is evolving, and more options mean more factors to consider when choosing how to view...
Tag(s): supportworld, service quality, service management, best practice, metrics and measurements
August 12, 2021
Too often, we are measuring metrics that matter to IT service and support, but not to the business’s bottom line. Here’s a look at why some traditional IT metrics fall short when it comes to creating alignment between IT departments and a business.
Tag(s): supportworld, service quality, service management, best practice, customer satisfaction, customer experience, metrics and measurements, methodology
July 28, 2021
Massive amounts of data streaming out of the systems can help IT administrators and others keep up to date about that performance and the overall end-user experience. Here are some key metrics to consider that can help you measure what’s actually happening.
Tag(s): supportworld, technical support, technology, costs, ITSM, IT service management, cost per ticket, cost models, methodology, service desk
July 27, 2021
The use of automation to cope with rapidly expanding or marginally efficient workloads is all too often considered as a last resort, after all other remedies have been exhausted. There is a more proactive way to approach this labor-saving tool.
Tag(s): supportworld, technical support, technology, costs, ITSM, IT service management, automation, cost per ticket, cost models
July 26, 2021
This is a foundational metric for the industry, and one every IT service manager should know inside out. It isn’t as simple as keeping down this metric; it is a delicate balance between holding down cost and providing the service level desired.
Tag(s): supportworld, service quality, service management, best practice, metrics and measurements
July 20, 2021
IT-business alignment essentially refers to internal organizational coordination in which IT objectives are brought in line with the business goals of the organization. In practice, this means that every department actively works towards attaining business objectives through improved business...
Tag(s): supportworld, service quality, service management, best practice, business alignment, business intelligence
June 23, 2021
Jeff Rumburg of MetricNet has delivered many great columns that examine some of the key performance indicators of the IT service and support industry. Here are ten to consider when you need to refresh on some of the key performance indicators of the industry.
Tag(s): supportworld, service quality, service management, best practice, metrics and measurements
June 22, 2021
The CIO used to be considered the chief nerd who lacked an eye for business. As businesses rely increasingly on digital sales and interactions, that has rapidly changed. Now the CIO is an integral part of the C-suite. We ask 7 CIOs how things have changed.
Tag(s): best practice, business alignment, business intelligence, business of support, supportworld
June 15, 2021