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
Date Published April 5, 2017 - Last Updated December 6, 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
Date Published March 22, 2017 - Last Updated December 6, 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
Date Published February 15, 2017 - Last Updated December 6, 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
Date Published February 13, 2017 - Last Updated December 6, 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
Date Published February 7, 2017 - Last Updated April 19, 2019
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
Date Published January 31, 2017 - Last Updated December 6, 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
Date Published January 25, 2017 - Last Updated December 6, 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
Date Published January 18, 2017 - Last Updated December 6, 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
Date Published January 5, 2017 - Last Updated December 6, 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
Date Published January 1, 2017 - Last Updated December 15, 2016