First Contact Resolution for Improved Customer Satisfaction

BY

Whether you’re running a Help Desk or a Service Desk, one of the more important IT Support metrics to track is first contact resolution (FCR). First contact resolution is the percentage of incoming service calls that are resolved during the first interaction with the customer, eliminating the need for the customer or IT Support to follow up with a … [Read more...]

IT Balanced Scorecard Explained: Using BSC for IT Performance

BY

The Balanced Scorecard is a management system that clarifies the strategy and vision of an organization, and then translates them into action that can be tracked. In simple terms, it’s a way of understanding how well the department or entire organization is doing. At first glance the balanced scorecard (BSC) can seem to be only a way of turning … [Read more...]

What Does a Service Desk Do that a Help Desk Doesn’t?

BY

Many long term IT professionals grew up in an IT Help Desk environment. But as organizations move towards IT Service Management (ITSM) environments, the focus has shifted to providing an IT Service Desk for customers and employees rather than a Help Desk. Which leaves many IT professionals questioning what an IT Service Desk is and how does it … [Read more...]

What is Knowledge Centered Service? KCS Explained

BY

In the 21st century, digital is the way of life, especially inside any business or organization. With significant shifts in innovation and productivity, it seems that support functions can barely keep up. While technical support used to be an internal, back-office department that customers never saw, today’s customers interact with technical … [Read more...]

Gartner 2017 Magic Quadrant for ITSM Tools

BY

The 2017 Gartner Magic Quadrant for IT Service Management (ITSM) Tools is now available. We believe that due to our enhanced solution capabilities and proven ability to execute, BMC was named a leader for the fourth year in a row! Download Now: 2017 Gartner Magic Quadrant for ITSM › IT service support management tools are vital for … [Read more...]

MTTR Explained: Repair vs Recovery in a Digitized Environment

BY

Performance measurement changes when your business undergoes digital transformation. Traditional service desk metrics work beautifully in pre-digital transformation environments that haven’t yet embraced cloud computing, rapid change, and the acquisition of new digital users, such as Internet of Things (IOT) devices and machine clients. However, … [Read more...]

IT Benchmarking: How to Assess Your IT Transformation Efforts

BY

At a high level, IT benchmarking provides valuable input into how other businesses are tackling critical initiatives. It can offer a helpful frame of reference and inform your decisions. By benchmarking your IT investments against your peers, you can see if you are over- or under-spending, get a sense for the market, and make the case for or … [Read more...]

What Is AIOps? AIOps Explained

BY and

According to Gartner, IT Operations personnel (IT Ops) are in for a major change over the next few years. This change is driven by frustration with traditional IT management techniques, methods that enterprise IT Ops teams see as unable to cope with digital business transformation. Gartner predicts we will see a significant change in current IT Ops … [Read more...]