OutsourcingService Desk Benefits and Drawbacks to 5 Common Pricing Models in the Service Desk Industry Pricing models in the Managed IT Service and Support industry can greatly impact the success of any outsourcing initiative. In this article, we will examine the five most common pricing…Angela IrizarryJanuary 6, 2023
All ResourcesEnterprise ServicesEnterprise ServicesService Desk The Role of IT in Enterprise Services What’s IT got to do with enterprise services? Well, just about everything. IT Service Management is now a mature discipline. It has been around for almost 50 years! Moreover, the…Jeffrey RumburgDecember 15, 2022
All ResourcesService Desk 11 Reasons Outsourcing Relationships Fail | Vendor Over-Promising In the last article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgNovember 29, 2022
All ResourcesEnterprise ServicesService Desk The Promise of Enterprise Service Management "Opportunity is missed by most people because it is dressed in overalls and looks like work." - Thomas A. Edison I first heard the term Chief Service Officer when I…Jeffrey RumburgNovember 4, 2022
All ResourcesDesktop SupportService Desk The Problem With Outsourcing, and How to Fix IT The Problem With Outsourcing, and How to Fix IT Part 1 of a Multi-Part Series by Jeff Rumburg As a 30 year veteran of the IT industry, I have seen…Jeffrey RumburgOctober 24, 2022
All ResourcesDesktop SupportService Desk First Level Resolution vs. First Contact Resolution – What’s the Difference? https://www.youtube.com/watch?v=OiDj4PeYnaM First level resolution (FLR) is a measure of a service desk’s ability to resolve tickets at Level 1. First contact resolution (FCR) is the percentage of contacts that are resolved…Angela IrizarryApril 8, 2021
All ResourcesCall CenterDesktop SupportMetric of the MonthService Desk The Metrics of AI (Artificial Intelligence) https://youtu.be/phSuRdq5GCU The true test of any AI tool for service and support is the following: Without human intervention, will the tool: Reduce ticket volumes, resolve problems more quickly, decrease total…Angela IrizarryMarch 24, 2021
All ResourcesCall CenterMetric of the MonthService Desk Annual Agent Turnover https://youtu.be/voDUFwK_JZg Turnover is the percentage of all agents that leave a support organization over the course of a year. Let’s say, for example, that the average agent headcount for your…Angela IrizarryMarch 10, 2021
All ResourcesDesktop SupportService DeskWhitepapers The ROI of Benchmarking | The Business Case for Benchmarking IT Service and Support Download This Whitepaper Forward To A Friend The ROI of Benchmarking | The Business Case for Benchmarking IT Service and Support Return on Investment (ROI) is one of the most…Angela IrizarryFebruary 23, 2021
All ResourcesDesktop SupportService Desk Service Delivery Transformation – A Wish-List from the Front Line Recent events have forced many organizations into a state of rapid transformation - particularly in the Service and Support industry. If you are like most service delivery organizations, your front line is now geographically…Angela IrizarryAugust 26, 2020
