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Featured Resource

Are We There Yet?: The Eternal Quest for the Best Dashboard 

Metrics are too important to leave to chance. Even with the right data, how you present it can change the context of its meaning. Find out how to build the best dashboard for your organization. Read more...

 
In any service and support situation, the relationship between service providers and consumers is mechanically bounded by the service terms and conditions and a set of agreeable payment terms. What’s often missing in outsourcing-based provider-consumer relationships is a set of business rules...
Tag(s): cloud computing, outsourcing, business intelligence

 
RedSeal Networks provides proactive enterprise security management solutions that continually assess and fortify organizations’ cyberdefenses while automating compliance. Its engineers provide global, round-the-clock support, troubleshooting any obstacles to the analysis and improvement of...
Tag(s): continual service improvement, security management, metrics and measurements, customer service

 
One of the greatest inventions since the leaf blower is the help desk ticketing system. By tracking calls, these systems preserve solutions to previous problems and they document the number of people you helped in a given period. And that’s just the beginning. Ticketing systems also offer a...
Tag(s): metrics and measurements

 
Manufacturing, financial, retail, and pharmaceutical companies have long used predictive analytics for everything from anticipating parts shortages to calculating credit scores. But across industries, the software can also warn IT organizations about potential system failures before they affect...
Tag(s): metrics and measurements, technology

 
In the beginning, it’s all about the basics: incident management, problem management, and change management. The momentum generated by the simple act of embracing the new concepts carries things forward—to a point. There is so much excitement that maybe, just maybe, things will really change...
Tag(s): metrics and measurements, service design, service management

 
So…how are your metrics? Do you need a benchmarking warm-up? Well, there’s no time like the present. Let’s get cracking!
Tag(s): benchmarking, metrics and measurements

 

The time has come for your organization to replace a key piece of technology. Senior management is on board, and money is available. Your frontline staff is thrilled that their tools will be updated. Now what?

Good technology and services cost good money, and tight budgets...

Tag(s): webinars, supportworld, return on investment - ROI, costs

 
If you’ve been a support center manager for more than ten minutes, you’ve probably been faced with the question, “How is your team doing?” Because of the role they play, support organizations are often large and/or highly visible. As a result, senior IT leadership wants to understand the return...
Tag(s): leadership, metrics and measurements, performance management

 
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...
Tag(s): case study, desktop support, first call resolution, infrastructure change management, knowledge management, KM, release management, service desk

 
Without clear objectives, metrics are just a pile of numbers. The good is when we beat our targets, the bad is when we fail to hit those targets, and the ugly is when we fail to set challenging objectives. Remember, like baseball, the only thing that really matters in the end is whether or not...
Tag(s): metrics and measurements, performance management, service desk, service delivery