Jeff Rumburg tackles one of the most widely tracked metrics in the technical support industry, Average Speed of Answer.
Tag(s): supportworld, metrics and measurements, cost per ticket, service desk
December 29, 2020
If the metrics you use look great, but your end users aren’t completely in love with your service, you might be an IT Flat Earther.
Tag(s): supportworld, customer experience, metrics and measurements
December 21, 2020
While AI bias is a real issue, so is racism against an organization’s frontline workers. AI also can be utilized as a tool to combat racism and abuse, and to help us identify when to support team members when a racist incident occurs.
Tag(s): supportworld, service quality, business intelligence, change management, communications skills, customer service, ethics, incident management, people, problem management
December 1, 2020
Metrics must reflect the increasing complexity of interconnected systems and services. But they must also do so in a way that shows the forest from the trees. Here is how to create and gather useful metrics about the true customer experience.
Tag(s): supportworld, best practice, customer-satisfaction-measurement, customer survey tools, dashboards, methodology, metrics and measurements
November 17, 2020
In the face of the COVID-19 crisis, IT showed incredible innovation and resolve, and silos were broken down between IT and other departments to deliver value to businesses. The question will be how to sustain such innovation now that the crisis has become the new normal.
Tag(s): supportworld, best practice, employee engagement, business alignment, business of support, communications skills, infrastructure management, infrastructure change management, ITIL, metrics and measurements
November 17, 2020
Service level agreements are often driven and defined entirely by IT people without collaboration or agreement, and as such they are only concerned with measuring individual IT components, rather than the cumulative sum effect of these, as they are used. Here is a discussion of a different way.
Tag(s): supportworld, best practice, agile, business alignment, customer satisfaction, framework and methodologies, KPI, practices, relationship
November 11, 2020
Here are instructions for how best to envision the journey of your internal or external clients from the submission of a ticket to the resolution of the problem, and beyond. By undertaking this exercise, you can reduce hurdles to great service.
Tag(s): supportworld, best practice, practices, business intelligence, communications skills, customer experience, customer satisfaction, customer-satisfaction-measurement, customer service, customer survey tools
October 28, 2020
As part of our Metric of the Month series, MetricNet highlights how to measure how true artificial intelligence will help alleviate ticket volume, and free up the service team from commodity support. Now that true machine learning is possible, AI has the potential to revolutionize IT service.
Tag(s): supportworld, best practice, customer experience, IT service management, metrics and measurements
October 26, 2020
Too often, metrics that are considered sacred were put in place to please a forgotten stakeholder or because they came out of the box. Here’s how to revise your approach to find and create KPIs that measure what’s needed to be measured and point the way toward key goals.
Tag(s): supportworld, best practice, continual service improvement, customer survey tools, gap analysis, metrics and measurements, methodology
October 20, 2020
Too often, ITSM data can accidentally lead you to the wrong conclusions. Here's how to think through the process of what to measure and how to visualize what you've measured.
Tag(s): supportworld, leadership, best practice, business intelligence, dashboards, reporting, reporting-and-analytics
September 15, 2020