IT infrastructure management. . . We have often asked questions on this blog about the sequence in which the components of IT infrastructure management get assembled. For example, whether the IT asset database comes first, whether license or change management is the next essential item. These questions reflect what we find in our customer base, … Continue reading Business Process Management: foundation for IT infrastructure management
Help desk automation – who benefits most? Many of our international customers have support centers in the UK, and from time to time we hear that the UK is experiencing a considerable backlash against call center automation. To callers, the automation appears to offer nothing except frustration and delay. A succession of multi-choice questions to … Continue reading The role of self-help in IT support
Key classes of requirement for a successful IT support and help desk solution These notes follow some discussions we held during our recent Las Vegas hosted Issue Tracker training sessions about the requirements for the ideal help desk. Three areas had surfaced – Reporting – key support metrics such as incident resolution times, analyst performance, SLA … Continue reading IT help desk software – its impact on support analyst performance
IT help desk software – essentials for the manager As a manager, you look to your help desk installation to provide you with actionable reporting that enables you to maximize the efficiency and effectiveness of your support organization, while informing your management colleagues. You will need trend information, such as reductions or increases on average … Continue reading How does your IT Help Desk software motivate your support team?
This isn’t as simple a question as it might first seem. Let’s look at the issues which need to be factored in to your decision. IT help desk response times – average and worst case The number of check-out staff at the local supermarket varies throughout the day. Some marts will try hard to ensure … Continue reading Optimal staffing levels for the help desk
Help desk incident prioritization: the seat of the pants method In a 50 employee organization, prioritizing activity in response to IT incidents will fall to the single hard-pressed individual who keeps the organization’s IT running. If a decision has to be made on relative priorities between two or more open incidents, it will involve a … Continue reading Setting Incident Priorities on the Help Desk
There is a great folklore that has built up of the weird and wonderful ‘issues’ that IT users bring to the attention of the help desk / service desk. There are some good examples listed here, and if you need a wry smile today, treat yourself to ten minutes scrolling through them. The hardest part … Continue reading Your IT Help Desk – it’s not meant to be a training resource!
Help Desk access options for your users: any favorites? A straw poll last week of the account managers for our service management , IT helpdesk and business issue tracking offerings revealed some interesting information on how the people they talk to each provide access for their IT user population to their organization’s help desk. The … Continue reading Saving money on the help desk with email integration
IT Help Desk: focussed on IT or Help? Ever since the mouse was invented, our industry has circulated jokes about users and mice, or users complaining about blank screens when the office cleaner unplugged their monitor to plug in the floor cleaner. It’s convenient to have the dumb user image to fall back on. Everything … Continue reading Customer Satisfaction: the ultimate help desk metric
Helpdesk Software – cornerstone of effective customer support Organizations’ reputations can be damaged more by their customer support performance than by problems with the performance of their products and services. We all know what it’s like to wrestle with an automated call routing system which after endless selections from menus of choices doesn’t in the … Continue reading Effective customer support may start with helpdesk software, but often needs more. . .