The Benefits of a Successful Incident Management System
Successful incident management will prevent these problems from interrupting business processes (any longer than necessary) or impacting other IT services.
by Taylor Burgess on January 29, 2018
The service desk is the hub that supports all business-related technology that helps businesses generate profits – but in and of itself, the service desk doesn’t turn a profit for its work. One way to minimize costs, and to help service desks function more efficiently, is to track a metric called cost per ticket.
by Nathan Riley on January 18, 2018
Research shows the most important question you should ask in your customer satisfaction survey is: How much effort did you have to put forth to handle your request? Decreasing the amount of effort users have to expend to get a resolution is the key to boosting customer satisfaction.
by Joseph Brown on August 15, 2017
What if your service desk was so good that it could solve problems before they happen? You can't predict unexpected events, but you can and should address predictable events. Researchers from the Corporate Executive Board (now part of Gartner) refer to this as creating "event clusters," and it could be the key to boosting your first-touch resolution (FTR) rate.
by Matt Cox on August 10, 2017