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

We group 10 great columns from Jeff Rumburg of MetricNet that examine some of the key performance indicators of the IT service and support industry. Each column can serve as a great introduction or refresher of the way we measure how the job gets done.
Tag(s): supportworld, service quality, service management, best practice, metrics and measurements
May 26, 2021

The best way to retain customer loyalty is to avoid complications in the customer experience. Here is a suggestion for a hands-on approach for troubleshooting potential issues that customers may have experienced, with examples of how this approach has been implemented.
Tag(s): supportworld, costs, ITSM, IT service management, business intelligence, business of support, cost models, customer service
April 6, 2021

Too often sales and service were siloed from each other, but that should change, says one analyst. Ivan Moore argues that we need to adapt to be more agile, and train service teams to help cross-sell after fulfilling a customer service request.
Tag(s): supportworld, costs, ITSM, IT service management, business intelligence, business of support, cost models, customer service
April 5, 2021

AITSM is a confusing name for a confusing subject, but it’s a way of thinking of which service desks can be automated and which require a human touch. A systemic approach to implementing AI can help improve the customer experience, and make your team more efficient.
Tag(s): supportworld, technical support, technology, cost per ticket, costs, ITSM, IT service management
March 29, 2021

Change is hard, but it is harder when there isn’t a clear understanding of what change you are wanting and what risk you are willing to accept. Here is an approach toward streamlining the risk assessment of proposed changes to bring about better results.
Tag(s): supportworld, collaboration, business intelligence, change management, configuration management
March 23, 2021

Problem management is an important part of ITIL 4, but too often it gets neglected. As part of our Metric of the Month series, we examine how to provide quantifiable data to provide focus and motivation for problem management efforts.
Tag(s): supportworld, service management, practices, cost per ticket, cost models, ITIL, metrics and measurements
March 8, 2021

An argument for why many customer satisfaction metrics can be boiled down to just three metrics that measure the efficiency of your process when it comes to tickets. Manuel Palachuk unpacks the concept of Agile, quite literally, with a real-world example of moving apartments.
Tag(s): supportworld, agile, business of support, capacity management, cost per ticket
March 3, 2021

Award-winning customer service analyst Roy Atkinson shares critical writing on the rapidly evolving landscape of distributed teams in the COVID-disrupted workplace, and curates some tips that can help your workforce pull together and share sustained success in long-haul WFH situations.
Tag(s): supportworld, business intelligence, communications skills, people, teamwork, practices and processes, process, productivity
February 23, 2021

Jeff Rumburg explains why ticket backlog is an important metric to measure, illustrates how to measure it, and suggests some performance targets.
Tag(s): supportworld, metrics and measurements, workforce enablement
January 19, 2021