An efficient support center is good for business. We help you better connect with customers by providing career development that leads to success. That's why HDI is the association where technical support professionals belong.
From : Communities>>Ask Your NetworkUp until now, we have used a very manual process to pull tickets for Quality Monitoring, involving manully pulling all incidents created by an analyst in a month, then exporting to Excel, and selecting 3-5 as randomly as possible...for 30 people. Does anyone already have a set process for this? We need to be able to pull around 3-5 tickets per analyst per month from ServiceNow as randomly as possible with as few manual steps as possible. I am sure we are not the only ones in this boat. Any ideas? [More]
From : Communities>>Ask Your NetworkWe went through the same thing a few years ago. I had the team get together and figure out what they wanted to be called. They came up with several and voted and are now called IT - Global Technology Support . ------------------------------ Julie Commons Senior Manager, IT Global Support Beam Suntory Chicago, IL ------------------------------
From : Communities>>Ask Your NetworkOur service catalog was built in Drupal, but, similar to GMU, we plan to migrate much of it to our ITSM tool. Our public-facing service management properties are: itcatalog.ucdavis.edu servicehub.ucdavis.edu ------------------------------ Anita Nichols Service Management Office University of California, Davis Davis CA ------------------------------
Net promoter score (NPS) is a measure of your support organization’s performance from the customer’s perspective.
Keep in mind that improving the customer experience is not a project. It is a journey that requires a long-term commitment at all levels of the organization.
There’s a reason why IT asset management is first on the list for several security frameworks, and it has little to do with the actual “asset” itself. Instead, you have to think bigger picture. That laptop over there is not just a dollar-sign to your procurement department and a sometimes bane in your service-desk’s side. It’ a gateway into all of your company secrets. Identify and protect them accordingly.