This white paper illustrates key knowledge management milestones in context of the KCS journey. For each phase, we describe the relevant benefits and measures and how these factors change as organizations mature from adoption through proficiency. We specifically note the tell-tale conditions,...
Date Published April 29, 2015 - Last Updated January 14, 2016
Organizations that are focused on applying best practices from ITIL have numerous questions about the newest release, ITIL v3. Will it live up to the expectations of IT executives who must continually face the challenge of supporting innovative projects to help their companies grow? Can this...
Date Published April 29, 2015 - Last Updated January 14, 2016
These days, it seems that all the talk in the industry centers around things like the configuration management database (CMDB), service portfolio, desktop virtualization, and other really important issues. While it’s exciting and sexy to talk about these trendy topics, we shouldn’t lose sight of...
Date Published April 29, 2015 - Last Updated April 30, 2015
Although the names are often used interchangeably, there are substantial differences between help desks and service desks. The former support end users, while latter are a strategic component of service management. They vary in scope—the “size of the umbrella,” if you will. If you aren’t sure...
Date Published April 29, 2015 - Last Updated April 30, 2015
In this white paper, learn why social media is important and how to get started with it. Explore the pros and cons of each social media channel and method, and learn about some best and worst practices.
Date Published April 29, 2015 - Last Updated April 30, 2015
An effective, first-rate help desk is easy to spot—you can hear it, see it, and feel it. You can hear it in the satisfied relief of callers thanking support personnel. You can see it in help desk metrics that prove speed, effectiveness, and successful problem resolution. You can feel it in help...
Date Published April 29, 2015 - Last Updated January 14, 2016
Today’s demanding service environment requires service leaders to deliver cost-effective, quality services that meet the dynamic needs of the business. One all-important aspect of service delivery is cost. Service leaders must know their costs at all times and have a strategy for driving down...
Date Published April 29, 2015 - Last Updated January 14, 2016
As the support center continues to grow in its abilities to support users, the IT industry is putting a new focus on the solve rate. In the past, the industry strongly emphasized tier I overall and first-call solve rates. While these metrics remain extremely important, a support center seeking...
Date Published April 29, 2015 - Last Updated April 29, 2015
Service quality is certainly in the eyes of the beholder, and the customer experience is an essential part of service quality. If you remove the customer as the main focus of a service quality strategy, you will lose sight of the purpose around creating and delivering a consistent, quality...
Date Published April 29, 2015 - Last Updated April 30, 2015
High-performing IT organizations recognize the need to control and account for the IT assets that provide support for their IT infrastructure and service level agreements. A solid configuration management process, supported by an easy to‐use and information-rich configuration management database...
Date Published April 29, 2015 - Last Updated April 29, 2015