Good incident management practices require IT to follow a process and communicate with customers.
Tag(s): support center, supportworld, service desk, incident management, best practice, process management
June 1, 2016
Outsourcing, automation, and technology are forcing technical support teams to adapt the way they work. Developing right-brain skills might just be the answer.
Tag(s): culture, future of support, human resources, people, problem solving and troubleshooting, support center, supportworld
May 31, 2016
It’s easy to be lured by the ITSM tool with the most bells and whistles, but take the time to find the tool that best fits your company’s operational needs.
Tag(s): IT service management, ITSM, IT Service Management - ITSM, supportworld, tools, service management
May 27, 2016
Many organizations have implemented problem management, per ITIL, by performing root cause analysis on important incidents, deriving lessons learned, and deploying corrective steps in order to prevent similar incidents from recurring. However, this process is still reactive in nature, as a...
Tag(s): customer experience, problem management, ITIL, supportworld
May 26, 2016
Despite the industry buzz over DevOps, HDI research shows that 73% of support teams are dissatisfied with their current level of involvement with development.
Tag(s): change management, devops, knowledge management, KCS, ITSM, supportworld, support center
April 29, 2016
Creating an enterprise service portal and request catalog is an ongoing effort that keeps growing in functionality.
Tag(s): service catalog, supportworld, service management
March 1, 2016
Best practices in call handling can enhance the customer experience and dramatically help improve the perceived value of your support center.
Tag(s): supportworld, support operations, support center, desktop support, customer satisfaction
February 29, 2016
Support centers that handle escalations with consistent procedures provide better customer service and increase productivity.
Tag(s): best practice, escalation, service level management, support center, technical support, supportworld
February 26, 2016
The targets and commitments documented in our Service Level Agreements (SLAs) depend greatly on the strength of our Operational Level Agreements (OLAs).
Tag(s): technical support, SLA, service level agreement, OLA, operational level agreement - OLA, supportworld, support center
February 25, 2016
The balanced scorecard aligns business activities to the vision and strategy of the organization and measures an organization’s progress toward its goals.
Tag(s): balanced scorecard, metrics and measurements, supportworld
February 24, 2016