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 [...]
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 [...]
Hi I am Rangababu Thota, Head of Remote Infrastructure Management at GSS Infotech. As part of my role I speak to many organizations looking to find efficiencies in the way they support and manage their IT infrastructures. All of them are looking to save money and deliver the same (and usually better) service levels to [...]
The case for Remote Infrastructure Management Services (RIMS) for Small and Medium Businesses (SMBs) has been made many times over. Put simply, the outsourcing of the management of IT infrastructure (Servers, Desktops, and Network and Storage devices) to a specialist third party who accesses the systems remotely has several benefits. An intelligent approach to RIMS [...]
The Evolution of Remote Infrastructure Management (RIM) has not happened overnight. It is the result of years of thinking that transformed basic labor arbitrage into meaningful business solutions. Though the primary intention was to reduce cost, the benefits of RIM go far beyond than that. With rapid advancement in tools, processes and technologies (the advent [...]
What does Cloud Computing actually mean for Remote Infrastructure Management Service providers, and how can they harness its potential to deliver superior value to businesses? The shift to Remote Infrastructure Management Services (RIMS) has made eminent business sense in the light of increasing levels of service demanded by both internal and external customers. Service providers [...]
Does Virtualization of Desktops or end points mean startling savings and enhanced user-experiences alone? We examine the claims with a pinch of reality. A recent Gartner study reports a startling statistic: Any matured or well managed enterprise spend an average of $5000 annually on managing a single end-point machine (the humble desktop or laptop). This [...]
Windows exchange server 2010 with its wide array of new and advanced features, is worth a try. But if you are all set for an official roll-out, you need to consider a few pre-requisites, before you switch to Windows Exchange Server 2010. Hardware requirements for Exchange Server 2010: System requirements: Exchange server 2010 is compatible [...]
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