It all started in the spring of 2009, after coming in as the runner-up for the HDI Team Excellence Award. We knew we were delivering great service to our customers, making recommendations to be more effective, and creating a great working environment, but there was something missing. After...
Date Published May 23, 2012 - Last Updated May 11, 2016
We often hear of the importance of managing the risks associated with making personal investments. Until we understand investing well enough to weigh equity against the level of tolerable risk, we risk making uninformed decisions that could have devastating results. The same principle holds true...
Date Published May 23, 2012 - Last Updated February 25, 2016
When it comes to customer service, it really is only as good as the customer says it is. But what do you do when your customers think your service is great, but you know it could be a whole lot better? Think Lean! We did, and we were able to reduce our abandoned call rate from 28 percent to 9...
Date Published May 23, 2012 - Last Updated May 11, 2016
Call it the cloud. Call it converged infrastructure. Call it hybrid delivery, or whatever the marketers come up with next. The fact is, the world of IT has changed. It’s the “new IT.” But let’s be honest: it’s not altogether new, and it’s not altogether IT. So what is it, and how is it going to...
Date Published May 23, 2012 - Last Updated May 11, 2016
With all of the buzz around strategic planning, it’s understandable that today’s IT manager or CIO, however shrewd he or she may be, might feel overwhelmed by the plethora of definitions on offer. The easy-to-use toolkit presented in this article provides a simple, yet effective, tried-and-true...
Date Published May 23, 2012 - Last Updated July 7, 2020
Some will no doubt think this is heresy, but the fact is that ITIL is a process framework. It is not prescriptive (in either ITIL v3 or ITIL 2011, but more on that later), and the books do not actually provide a method for designing services; rather, they provide the (presumably) required processes.
Date Published May 22, 2012 - Last Updated May 11, 2016
The help desk solutions available in today’s marketplace differ markedly from those of even a few years ago, however. Among the most dramatic technology shifts is where the help desk actually resides—not within the company’s walls, but in the “cloud.” The next generation of help desk...
Date Published - Last Updated April 30, 2015
KCS was chosen as it allows for real-time knowledge management and provides a continuous feedback loop, features that are essential for successfully maintaining the information used in an IT environment.
Date Published - Last Updated June 2, 2016
We needed to find ways to head off the expected volume increase while expanding the breadth of knowledge across all of our support agents.
Date Published - Last Updated June 2, 2016
We were looking for increased functionality, including automation, defined escalation paths, trend analysis, and real-time dashboards and reporting.
Date Published - Last Updated June 2, 2016