It’s one thing to define and collect measures for the service desk. It is completely another thing to identify and collect the right measures.
Tag(s): supportworld, metrics and measurements, service management, ITSM
Date Published July 5, 2018 - Last Updated December 13, 2018
Many service management professionals struggle with designing a service portal from the customer’s standpoint.
Tag(s): supportworld, service management, service design, self-service
Date Published July 3, 2018 - Last Updated December 13, 2018
DevOps embodies the people, process, and technology philosophy by advocating that cultural transformation is as significant as digital transformation.
Tag(s): supportworld, service management, ITSM, IT service management, devops, culture
Date Published June 27, 2018 - Last Updated December 13, 2018
Learn how HDI members are handling SLAs for service desk call abandonment rate.
Tag(s): supportworld, metrics and measurements, FAQ, service management, service level agreement, SLA
Date Published June 26, 2018 - Last Updated December 13, 2018
Learn what it takes for a company to be ready to adopt emerging technologies and remain competitive and efficient within their industry.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, agile, business alignment, change management
Date Published June 20, 2018 - Last Updated December 13, 2018
For successful knowledge management, create a culture of knowledge sharing by demonstrating ROI to the business, sharing strategies across departments, and measuring results.
Tag(s): supportworld, knowledge management, KCS, service management, ITSM
Date Published June 13, 2018 - Last Updated December 13, 2018
HDI members weigh in on what qualifies as First Call Resolution in this discussion thread from HDIConnect.
Tag(s): supportworld, support center, service management, first call resolution, customer experience, customer service, FAQ
Date Published June 12, 2018 - Last Updated December 13, 2018
Enterprise services such as HR, payroll, and facilities have an opportunity to build upon the proven best practices of IT service management.
Tag(s): supportworld, service management, ITSM, support center
Date Published June 7, 2018 - Last Updated December 13, 2018
Leverage techniques borrowed from tactical military operations to reduce knowledge hoarding and increase knowledge sharing.
Tag(s): supportworld, knowledge management, KCS, service management, workforce enablement, workforce enablement
Date Published June 6, 2018 - Last Updated December 13, 2018
Develop a strategy for enterprise-level knowledge management and change the corporate culture to support it.
Tag(s): supportworld, service management, knowledge management, KCS
Date Published May 31, 2018 - Last Updated December 13, 2018