Customer satisfaction surveys should be short and should ask about things that contribute to continual improvement in the quality of service and the customer experience.
Date Published August 4, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked you to share the buzz from your organization: DevOps? ITIL? Enterprise service management? We also asked you to share your trusted sources for industry information.
Date Published August 2, 2016 - Last Updated December 15, 2016
If you are not measuring incidents and service requests separately, start doing it. It’s a big step on the road to better support and service management.
Date Published July 28, 2016 - Last Updated December 15, 2016
Loss of trust can mean lost revenue. But with a few simple changes, you can reap all of the benefits that a high trust organization enjoys.
Date Published July 20, 2016 - Last Updated December 15, 2016
Last week's #HDIchat featured some truth-telling about reporting and explored getting what you ask for in your RFP for a ticketing or ITSM tool. How does your organization measure up?
Date Published July 19, 2016 - Last Updated December 15, 2016
Last week's #HDIchat featured some truth-telling about project management, from single project focus to multiple simultaneous upgrades and changes.
Date Published July 19, 2016 - Last Updated December 15, 2016
KCS is a methodology that incorporates knowledge as a key component for service delivery and includes specific elements to follow for success.
Date Published July 17, 2016 - Last Updated December 15, 2016
IT organizations spend considerable time, money, and energy on incident management, but what you should be investing your resources in is what customers want: incident resolution.
Date Published July 15, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked you to share your organization's position on analyst independence: Are your analysts required to use scripts? Do you measure adherence to scripts or guidelines? Do you monitor quality? How have these practices made a difference in your organization?
Date Published July 5, 2016 - Last Updated December 15, 2016
As you continue delivering and maturing your service offering, having senior management’s respect, confidence, and support should be priority one!
Date Published June 27, 2016 - Last Updated July 19, 2018