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Industry Articles
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Leveraging the ITIL Service Support
Framework — Increase Efficiency in IT Operations and Support (Part
2)
by Christopher Ciccolini & Michael McDermott Part
I of this two-part series discussed common reasons for underperformance
by IT Service Desks and identified three IT Service Management
disciplines that can markedly improve performance: Change Management,
Configuration Management, and Release Management. In Part II
of the series, we discuss how these disciplines relate and benefit
Service Desk performance, as well as factors to consider before
implementing a best practice regimen.
Full
Article
Customer
Segmentation
by Henry Goettler & Kristine Vallila Anyone
serving more than 3 customers develops a preference for some customers
over others. Some of the employees on the customer side are nice,
others are nasty, some have a clue, others don’t, some customers
pay, others are not so willing to send a check or delay payment.
Full
Article
Management Tips
by Laura Benjamin Is there someone
on your team you think of as a "difficult person"? Is your
boss hard to figure out? Do you wonder why the guy in the next department
is always throwing roadblocks in your path? Perhaps these people
are not really "psychos" - they just have a different way
of looking at the world and getting things done based on their behavioral
style.
Full
Article
Collaborative Support in a
Multi-Vendor World
A Panel Moderated by Bill Rose, Founder/CEO, SSPA Today’s
computing environment is marked by increasing complexity due,
to a large degree, to the heterogeneous nature of a customer’s
IT infrastructure. Customers are looking for ‘best of
breed’ solutions for their business problems and these
solutions are not the sole domain of one vendor.
Full
Article
Leveraging SCP for Building and Maintaining
World-Class Global Support
by Paul Esch, Director Support and Services- Nokia The
Nokia Technical Assistance Centers supporting IP Network Security
Solutions has leveraged the SCP program to build and maintain
world-class global support. Operating 3 regional centers in
a follow-the-sun model Nokia required a program that could
be leveraged globally to ensure consistent and world-class
support to customers and partners. This case study will look
at the road to SCP certification and explore the challenges
and benefits that resulted.
Full
Article
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