Preparation for Automation
We often make decisions backwards.No good mechanic picks up a 9/16″ socket and heads to the garage to find something […]
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Metric of the Month: Percent Resolved Level 1 Capable
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking
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Mobile Support: Are Your Employees Getting What They Need?
When it comes to supporting mobile devices in the workplace, it all comes down to one thing: employees. Employees are
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Not So Fast: Is Your Support Organization Ready to Use Bots?
Are you thinking about maybe, possibly, probably using a chatbot in your service desk this year? That’s great! The bandwagon’s
Not So Fast: Is Your Support Organization Ready to Use Bots? Read More »
Stop Shooting from The Hip: A Cautionary Tale of Service Support Gone Wrong
Okay, something’s gone wrong with one of your IT services. You and your coworkers are trying to resolve it by
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Measure the Customer Experience in Desktop Support
I have always had the heart of a desktop technician. Anyone who does realizes that all we really want is
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Creating and Keeping a Strong KCS Culture
Rolling out Knowledge Centered Service (KCS) is easy. KCS is a well thought out process, it doesn’t require difficult skills
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The Impact of Automation on Metrics
The original “help desk” was usually one person whose job it was to take notes about computer issues from users
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Do You Need to Elevate Your SLAs?
Does your IT organization have documented and signed Service Level Agreements (SLAs) with key managers and stakeholders in your company?
Do You Need to Elevate Your SLAs? Read More »
Improve Your Service Desk with Right-Sized Metrics
Ask any service delivery professional if they want to make lasting improvements and they will all say, “Yes, of course!”
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