Service and support organizations need to reduce transactional work that consumes time and resources and provide more opportunity for value-added activities.
Date Published April 20, 2018 - Last Updated December 13, 2018
Measuring innovation requires a different set of metrics than what you’ve likely been tracking.
Date Published April 19, 2018 - Last Updated December 13, 2018
There is no single metric that can represent the health of your knowledge management initiative. You will need to monitor and trend multiple metrics.
Date Published April 12, 2018 - Last Updated December 13, 2018
The value of the assets you have pales in comparison to the data on those assets and entry points to your network.
Date Published April 10, 2018 - Last Updated April 8, 2020
A key mechanism for measuring service quality as part of performance management is to do quality control (QC) audits of service transactions.
Date Published April 3, 2018 - Last Updated December 13, 2018
Organizations want to compare the value and costs of their current on-premises solution to SaaS solutions on the market as objectively as possible.
Date Published March 29, 2018 - Last Updated December 13, 2018
Optum’s End User Technology Services harnessed a focus on teamwork and implemented centralized services where needed to help them achieve team excellence.
Date Published March 28, 2018 - Last Updated December 13, 2018
Marsh & McLennan tackled a growing service desk, software updates, language barriers, and integration from mergers and acquisitions to achieve team excellence.
Date Published March 27, 2018 - Last Updated December 13, 2018
The Houston Independent School District overcame challenges with leadership turnover, hardware rollouts, knowledge management, and business systems to achieve team excellence.
Date Published March 26, 2018 - Last Updated December 13, 2018
Western Kentucky University’s IT division set out to implement KCS, despite previous knowledge management efforts ending in frustration.
Date Published March 21, 2018 - Last Updated December 13, 2018