Let’s begin with the basics: ITSM is a collection of management processes that help you manage and deliver IT Services. ITIL is a structured framework that logically links those processes together. It is a set of best practice guidelines and is most successful where organizations choose and use the parts that best suit their business. [...]
Your Service Desk is likely to be your company’s first point of contact with customers; your agents are the people your customers will most often work with when there’s a problem. To the customer calling in, that this agent is your company, and if they’re not knowledgeable or helpful, the customer is likely to think [...]
Following my previous post (Part 1 ) Here An End-User Support Portal is a fundamental to do more with less… That sounds great but how? Firstly in order to make the efficiency changes you must have mature and documented processes. If not then this should be your first goal. Then implement an end user portal [...]
Do you really know how much your Service Desk operations cost? Startling new research results that have just been released show that 78% of Service Desk managers are in the dark over call handling costs.[1] What’s more, 92% of service desks do not even measure the cost of calls transferred to second line support. It [...]
Managing service requests as a small business is a consuming task for service desk teams in smaller organizations. With many companies cutting head count, IT service desk performance suffers as does performance in other support functions. The challenges that exist prior to reduction are for the most part amplified after the loss of staff members. [...]
Part I: How Service Desk Flexibility Makes More Business Sense Can your Service Desk scale up or down in swiftly enough response to your business needs? The astute IT manager knows that the Service Desk exists to enable business. This happens by creating a human interface that assists your customers (end users) in getting answers [...]
According to a October 2010 Gartner study, first-contact resolution is a tried and true metric for the IT service desk with direct correlation to customer satisfaction, but many IT organizations still under-utilize it. It sounds quite intuitive when you think about it: when a customer’s problem is resolved the first time he calls the Service [...]
How do you put in place a plan that addresses low FCR with a view to improving it? It begins at the top, with serious management commitment and goes down all the way to the floor. It is only when FCR becomes a way of life that your organization starts reaping its benefits. Here’s how: [...]
Why does ensuring that a customer never has to call back to resolve an issue matter so much? In the world of Service Desk, First Contact Resolution (FCR)is properly addressing the customer’s need the first time they call, eliminating his or her need to follow up with a second call. Simply stated, your Service Desk [...]
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