Support Strategies: Mastering Help Desk Excellence

Dive into support excellence with "Support Strategies: Mastering Help Desk Excellence." Uncover articles dissecting help desk support, sharing proven strategies, and innovative approaches. As part of our blog, it's your compass for navigating the complexities of help desk operations, offering valuable guidance for support professionals, IT enthusiasts, and business owners.

Reactive vs. Proactive vs. Predictive: 3 Stages of Help Desks

3 Types of Help Desks: Reactive, Proactive, Predictive

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IT Service Management (ITSM) help desks can implement and deliver services in one of three ways: reactive, proactive, or predictive.

In many respects, these three levels represent different stages of the ITSM maturity model. Measuring ITSM maturity is a way of assessing "how good your organization or system is at self-improvement." If you're still delivering reactive IT services, then that suggests a lower level of maturity, which results in higher staff turnover, higher costs, and lower key performance indicators (KPIs), customer satisfaction, and service level agreement (SLA) scores.

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Guide to Knowledge Management Best Practices, Tools and Features

Knowledge Management (KM) Best Practices

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When it comes to delivering great customer service, most want an immediate answer to a question they have. This makes knowledge bases the preferred channel over other types of self-serve channels or having to call, email, live chat, or send a message to an organization.

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Top 7 KPIs for Measuring Change in ITIL

ITIL Change Management KPIs

Change Management, now known as Change Enablement in the Information Technology Infrastructure Library (ITIL®), is a way of managing change requests and implementing updates and changes in software, applications, and IT systems.

As IT leaders and professionals know, ITIL is a best-practice framework or set of best practices that guide IT Service Management (ITSM).

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Key Elements of Software-as-a-Service (SaaS) Support Models for Customer Service Excellence

SaaS Customer Support

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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.

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What is First Call Resolution (FCR): Why It’s a Critical KPI Metric

First Call Resolution (FCR) Metrics

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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).

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ITIL Checklist: Free Request for Change (RFC) Template

Request for Change (RFC) Template Checklist

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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.

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Remediation Planning: How a Backout Plan Differs from a Rollback Plan in IT

Backout vs Rollback Plan

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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.

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IT Swarming Support Model: Getting the Job Done Through "Controlled Chaos"

IT Support Swarming

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The Swarming Support Model in IT service is a collaborative approach to problem solving that can help teams work more effectively and efficiently to resolve issues and improve customer satisfaction.

With this approach, IT specialists, including the service desk, technical support, and development teams, work together to resolve a ticket. Leveraging collective knowledge and skills, the swarm methodology can lead to faster and more effective ticket resolution.

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What SLA Metrics Are Worth Watching? 8 Key Metrics for Measuring Service Level Agreement Performance

Measure SLA Performance

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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.

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Definition of Change Management vs. Change Enablement: How Do They Differ?

Change Management vs. Change Enablement

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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.

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