Manual tools to track service requests may seem like an affordable option for your service desk, but it’s good to look at all the organizational costs.
Tag(s): best practice, supportworld, business intelligence
March 10, 2022
This simple approach challenges us to listen and observe closely to get to the root cause of why things go wrong in IT.
Tag(s): best practice, business intelligence, supportworld
February 15, 2022
We often consider ownership an individual responsibility rather than an organizational effort. Here’s why that should change, and how to start the process.
Tag(s): best practice, business intelligence, supportworld
February 14, 2022
Digital solutions only work as well as those who are wielding these new tools. We must encourage team members to be flexible in their thinking and skillset.
Tag(s): business intelligence, training, supportworld
January 26, 2022
In a digital and remote age, it’s often more difficult than ever to be understood. Here are some tips to improve your chances with colleagues and clients.
Tag(s): best practice, business intelligence, communications skills, communications technology, supportworld
January 18, 2022
The sky didn’t fall when your team was sent home to work. Now, employers must provide true options for those who want to WFH and those who want to RTO.
Tag(s): best practice, business intelligence, business of support, customer experience, customer satisfaction, supportworld
January 11, 2022
Traditionally, engineers have created new products for tech firms, not end users. This old-school way of thinking must be flipped on its head.
Tag(s): best practice, business alignment, business intelligence, business of support, supportworld
January 4, 2022
An overview of a method to encourage documentation of problem-solving to ensure continuity in IT service and support across your organization.
Tag(s): best practice, business alignment, business intelligence, business of support, supportworld
January 3, 2022
Best of HDI in 2021 - #2: This is a foundational metric for the industry, and one every IT service manager should know inside out. It isn’t as simple as keeping down this metric; it is a delicate balance between holding down cost and providing the service level desired.
Tag(s): supportworld, service quality, service management, best practice, metrics and measurements
December 28, 2021
Best of HDI in 2021 - #3: 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
December 27, 2021