Metrics help us staff at the correct levels, show that we’ve improved (or not), and help keep us on track…when they are used properly.
Tag(s): supportworld, hdichat, metrics and measurements
April 5, 2017

SLAs establish a minimum level of service a tech support organization will provide to customers.
Tag(s): supportworld, SLA, service level agreement, service management, support center
March 22, 2017

As technology changes and the work of desktop support shifts, the metrics we report might represent something different from before.
Tag(s): supportworld, desktop support, metrics and measurements
February 15, 2017

Change is the only constant, especially if you’re in the world of technical support. Teams move and change, processes need to be changed, and technology and tools change.
Tag(s): supportworld, support operations, support center, technology, problem management, knowledge management, metrics and measurements, hdichat
February 13, 2017

An operational level agreement (OLA) is an agreement between the IT service provider and customers that defines expectations for achieving SLAs.
Tag(s): operational level agreement - OLA, OLA, supportworld, service management, SLA, service level agreement
February 7, 2017

These thought leaders are practitioners and consultants in the technical support and service management community and share insights on industry challenges and the future of the industry.
Tag(s): desktop support, customer experience, metrics and measurements, service management, support center, supportworld, technology, workforce enablement
January 31, 2017

Since HDI started conducting research specific to desktop support, more than half the organizations responding have indicated an increase in tickets year over year.
Tag(s): desktop support, research, supportworld, metrics and measurements, support operations
January 25, 2017

Review the metrics you report for your support center more than once a year, and you’ll be better equipped to answer questions and request investments.
Tag(s): best practice, metrics and measurements, supportworld, support center, reporting-and-analytics
January 18, 2017

SLAs and metrics are important, but they should not be substituted for business goals.
Tag(s): metrics and measurements, service level agreement, supportworld, business alignment, first call resolution
January 5, 2017

As tech support professionals, we must ensure that the metrics we report provide value to inform our services at operational, tactical, and strategic levels.
Tag(s): balanced scorecard, KPI, metrics and measurements, reporting, supportworld, technical support
January 1, 2017