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).
Developing and implementing technology solutions is a complicated process. Over the years, a wide range of best practice guidelines and frameworks have been created to make this easier and more cost and time-effective, such as Agile and ITIL®.
IT Operations Management (ITOM) is becoming increasingly crucial for delivering ever more complex IT operations and service management across multi-national and large organizations.
If you've ever received a medical bill or had to deal with insurance claims, you may have wondered how healthcare providers manage their finances. That's where healthcare Revenue Cycle Management (RCM) comes in. Essentially, RCM is the process of managing the financial transactions between healthcare providers and patients throughout the entire healthcare experience.
As the pace of innovation accelerates, companies must keep up with the latest trends to remain competitive. This, in turn, places a significant burden on the IT department to manage and maintain the technological infrastructure and to identify and implement new technologies. As a result, IT professionals are under mounting pressure to deliver high-quality services in a timely and cost-effective manner, all while ensuring the security and reliability of critical systems.
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.
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.
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.
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.
In most organizations, there's an extensive "shadow IT" network, also known as a shadow IT system.
In every mid-size and large organization, there's usually an extensive interconnected network of approved software solutions and systems. In some cases, these software or hardware solutions are proprietary and have been developed exclusively for that organization.
However, since the turn of the century, there has been rapid proliferation of cloud-based software, hardware, apps, and other systems that organizations are now using. Businesses are often spending anywhere from tens to hundreds of thousands of dollars annually on software, hardware, and IT vendors and IT Service Management (ITSM) partners.
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