Support Strategies: Mastering Help Desk Excellence

Change management KPIs are measurable indicators used to track how well an IT organization plans, executes, and sustains changes to software, systems, and processes. In ITIL® frameworks, where this practice is formally called Change Enablement, these KPIs fall into three categories: human adoption, process execution, and financial impact. Tracking all three is what separates reactive change teams from those that can consistently demonstrate the business value of their change programs.

[Read More]

In today's hyper-connected and highly competitive business landscape, providing excellent customer support is more critical than ever. The rise of the Software-as-a-Service (SaaS) model has changed the way companies deliver their products and services. Customers now expect instant and responsive support through various channels.

[Read More]

One of the most important metrics and Key Performance Indicators (KPIs) in any help desk or customer service call centers worldwide is First Call Resolution (FCR).

[Read More]

Request for Change Definition: What is an RFC?

In IT Service Management (ITSM), and according to ITIL® practices, a Request for Change (RFC) is a formal, budgeted request to implement changes.

In most cases, an RFC is outside of any standard, minor-level changes. RFCs are part of the Information Technology Infrastructure Library (ITIL) Change Management processes, as defined in previous iterations of the ITIL framework and the current one, ITIL v4.

[Read More]

Change Management is a constant for ITIL and ITSM. Changes are often necessary, whether software or hardware roll-outs or systems upgrades. Regrettably, as every IT professional and team leader knows, mistakes can happen.

Not every change management plan goes smoothly, and when you hit bumps in the road, you need control of the complete end-to-end process. Part of ensuring you have that control is to have contingencies in place for rolling back some of the changes that have been made.

[Read More]

The best IT services look for ways teams can work more effectively and efficiently to resolve issues and improve customer satisfaction. This can often include collaboration among IT specialists, including the service desk, technical support, and development teams. Leveraging their collective knowledge and skills can lead to faster and more effective ticket resolution. One such support methodology is called Intelligent Swarming.

[Read More]

Every IT and ITSM (IT Service Management) leader must closely monitor Service Level Agreement (SLA) performance metrics.

SLA metrics are a measurable way of demonstrating that your team or department is hitting or missing key performance indicators (KPIs) within an SLA.

[Read More]

For any IT organization, the management of change is a challenging process to implement.

Over the years, the process of implementing change has become codified around a core best practice concept known as Change Management.

For IT leaders, CIOs, and IT professionals trained using ITIL® methodologies, the concept of Change Management has been replaced with a new, more dynamic framework known as Change Enablement.

[Read More]

IT support leaders often need to decide the best service approach for their entire organization. Forcing themselves to ask the question: "Which is better, an IT help desk, service desk, or IT service management?"

[Read More]