This white paper illustrates key knowledge management milestones in context of the KCS journey. For each phase, we describe the relevant benefits and measures and how these factors change as organizations mature from adoption through proficiency. We specifically note the tell-tale conditions,...
Tag(s): white paper, service desk, KCS, knowledge management, best practice, metrics and measurements
April 29, 2015

Today’s demanding service environment requires service leaders to deliver cost-effective, quality services that meet the dynamic needs of the business. One all-important aspect of service delivery is cost. Service leaders must know their costs at all times and have a strategy for driving down...
Tag(s): white paper, process, metrics and measurements, customer satisfaction, customer service, incident management, practices, service management, single point of contact, support models
April 29, 2015

As the support center continues to grow in its abilities to support users, the IT industry is putting a new focus on the solve rate. In the past, the industry strongly emphasized tier I overall and first-call solve rates. While these metrics remain extremely important, a support center seeking...
Tag(s): white paper, service desk, metrics and measurements, service management, best practice
April 29, 2015

This white paper focuses on building a business intelligence (BI) strategy that aligns with the enterprise goals, improves knowledge management, advances business by making the best use of information, enables BI penetration into the business processes, and helps enterprise with strategic,...
Tag(s): white paper, business of support, business intelligence, business alignment, knowledge management
April 29, 2015

If your organization is invested in sharing knowledge, the five measures presented in this article will help you report on progress and reinforce behaviors.
Tag(s): KM, knowledge management, metrics and measurements, process-improvement, reporting-and-analytics, service management, KCS, ITSM, IT service management, supportworld
April 23, 2015


Security isn’t “someone else’s job”—it’s everyone’s job. In this webcast, Winn Schwartau will discuss the importance of good security practices in the support center. Some of those good practices include monitoring all events, recording and classifying events,...

Tag(s): practices and processes, security management, mobile device support, mobility, service management, metrics and measurements
November 14, 2014

All support organizations operate along a continuum of maturity. Newer organizations, and those that have not yet matured, tend to be chaotic and reactive. By contrast, the most mature organizations are calm, focused, and disciplined. Those in the latter category operate very strategically, and...
Tag(s): business of support, customer service, customer satisfaction, metrics and measurements, practices and processes
June 12, 2012

Most support organizations agree that customer satisfaction (CSAT) is one of the most important metrics. But do they really believe that, or is that just empty praise? If it is as important as they claim, one would expect CSAT to be rigorously measured and tightly managed. But that is not often...
Tag(s): people, customer service, customer satisfaction, performance management, metrics and measurements
June 12, 2012

More and more organizations are turning to cloud services to reduce operational cost, transfer risk to service providers, and increase workforce mobility. Such change raises questions that must be answered. How do today’s leaders decide which services to migrate to the cloud and which to put in...
Tag(s): metrics and measurements, technology
May 25, 2012

If there’s one thing service desks are good at, it is collecting information and reporting on it. If there is one thing they are terrible at, it is being able to focus on the few instead of the many. But one way to find out if anyone is actually reading the reports you spend so much time...
Tag(s): metrics and measurements, people, workforce enablement, process, business of support
May 23, 2012