Explore best practices that your organization can use to effectively deliver exceptional customer service.
Date Published October 26, 2015 - Last Updated May 11, 2016
Technical support centers must demonstrate their value. They can add value with personalization, concierge services, walk-up, excellent self-service, and more.
Date Published October 20, 2015 - Last Updated May 11, 2016
Any service desk can hit service level metrics (SLAs and KPIs). Whether you’re an internal service desk manager or an outsourcing provider, you need to add value to improve CSAT scores.
Date Published October 8, 2015 - Last Updated May 11, 2016
The service desk is at a crossroads. Specifically, a new approach to incident and problem management is needed, and Big Data is the place to start.
Date Published August 10, 2015 - Last Updated May 11, 2016
There are lots of variables and issues to address when deployment a performance management system across a small or large business. There are two questions that are critical to your success, regardless of the size or nature of your business.
Date Published April 29, 2015 - Last Updated January 14, 2016
As customer expectations for service management quality within organizations have risen, it has become necessary to reconsider the part desktop support plays in delivering services to IT clientele. In order to ensure that desktop support—which, in many organizations, is the public face of...
Date Published April 29, 2015 - Last Updated April 30, 2015
Measurements in support center operations can be useful for identifying required resources for staffing, determining schedules, calculating return on investment, measuring agent and support center performance, justifying needed changes, and understanding organizational productivity. The approach...
Date Published April 29, 2015 - Last Updated January 14, 2016
Many outsourcing agreements provide clients with the right to benchmark price and service levels. Some clients struggle to successfully gain the benefit of benchmarking. Contrary to popular belief, the primary obstacle to a successful benchmark is not the service provider, but the benchmarking...
Date Published April 29, 2015 - Last Updated January 14, 2016
The service level management process represents the heart of any ITSM program, as it deals with managing customer expectations and defining the level of service to be provided. In cloud-based or multisourced environments this is of particular importance, since accountability for the end-to-end...
Date Published April 29, 2015 - Last Updated January 14, 2016
This guide outlines the path to an aligned service strategy and structure that supports and governs the people, integrated processes, and tools supported by a balanced performance scorecard.
Date Published April 29, 2015 - Last Updated June 23, 2016