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
Date Published January 4, 2022 - Last Updated 1 Year, 35 Days, 7 Hours, 19 Minutes ago

 
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
Date Published January 3, 2022 - Last Updated 1 Year, 35 Days, 7 Hours, 19 Minutes ago

 
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
Date Published December 28, 2021 - Last Updated 1 Year, 35 Days, 7 Hours, 19 Minutes ago

 
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
Date Published December 27, 2021 - Last Updated 1 Year, 35 Days, 7 Hours, 19 Minutes ago

Tag(s): webinars, supportworld, people, employee satisfaction, employee engagement, metrics and measurements
Date Published December 2, 2021 - Last Updated 1 Year, 49 Days, 21 Hours, 16 Minutes ago

 
Automation is only a benefit when it is implemented correctly and for the right reasons. If done poorly, it can even create more work for your team. Here, we walk you through a step-by-step process on how to determine what to automate and how best to do it.
Tag(s): supportworld, service quality, service management, best practice, automation, ROI
Date Published November 3, 2021 - Last Updated 2 Years, 70 Days, 7 Hours, 15 Minutes ago

 
In this second part of a series on how to coordinate service management within an organization, we discuss why many organizations are now differentiating access to applications and data based on job roles. We also provide suggestions for how to adopt role-based provisioning.
Tag(s): supportworld, costs, IT service management, business intelligence, business of support, cost models
Date Published October 13, 2021 - Last Updated 1 Year, 35 Days, 7 Hours, 19 Minutes ago

 
In this second part of a series on how to coordinate service management within an organization, we discuss why many organizations are now differentiating access to applications and data based on job roles. We also provide suggestions for how to adopt role-based provisioning.
Tag(s): supportworld, costs, IT service management, business intelligence, business of support, cost models
Date Published October 13, 2021 - Last Updated 1 Year, 35 Days, 7 Hours, 19 Minutes ago

 
Metrics are not enough for understanding whether or not your IT service is meeting the needs of your client or organization. Here is a look at a way to get a complete picture of what needs are being met and what is missing from the services provided.
Tag(s): supportworld, support center, support industry, support models, service quality, service support, service strategy, service level agreement
Date Published August 24, 2021 - Last Updated 1 Year, 35 Days, 7 Hours, 19 Minutes ago

 
Experience level agreements help measure what traditional metrics, like CSAT scores, might miss. The beauty of XLAs is they measure how well your IT service desk is meeting business and employee needs and outcomes, instead of just measuring what has been agreed upon for service.
Tag(s): supportworld, service quality, service management, best practice, metrics and measurements, methodology
Date Published August 17, 2021 - Last Updated 1 Year, 35 Days, 7 Hours, 19 Minutes ago