HDI Indianapolis | Service and Support as a Business All ResourcesRecorded Webcasts HDI Indianapolis | Service and Support as a Business Most IT professionals are familiar with the operational metrics of service and support. KPIs such as cost per ticket, first contact resolution rate, and mean time to resolve are well…Angela IrizarrySeptember 21, 2016
HDI Gateway | The Zen of Support All ResourcesRecorded Webcasts HDI Gateway | The Zen of Support The words ‘Customer Support’ and ‘Customer Service’ accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey…Angela IrizarrySeptember 20, 2016
Service Desk Best Practices All ResourcesRecorded Webcasts Service Desk Best Practices In this webcast, MetricNet will share the key success factors from the industry's top performing Service Desks. Attendees will: HEAR how the industry's top performing Service Desks achieve world-class status.…Angela IrizarrySeptember 14, 2016
The Coming Enterprise Service Desk – How Information Technology Can Lead the Way in Enterprise Services All ResourcesDesktop SupportService DeskWhitepapers The Coming Enterprise Service Desk – How Information Technology Can Lead the Way in Enterprise Services Download This Whitepaper Forward To A FriendEnterprise Service Desk - It's Common Sense ITIL, and more broadly, IT Service Management, is now a 31-year-old discipline. It was originally established in…Jeffrey RumburgAugust 15, 2016
Headcount Guidelines for IT Service and Support All ResourcesDesktop SupportService Desk Headcount Guidelines for IT Service and Support As you walk the halls of your service and support organization, it’s clear that it takes more than agents and technicians to keep things running smoothly. A well balanced support…Jeffrey RumburgAugust 8, 2016
Optimizing the Tradeoff: Cost vs. Quality in IT Service and Support All ResourcesRecorded Webcasts Optimizing the Tradeoff: Cost vs. Quality in IT Service and Support Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality…Angela IrizarryJuly 19, 2016
IT Support in Higher Education: Unique Challenges and Opportunities All ResourcesDesktop SupportRecorded WebcastsService Desk IT Support in Higher Education: Unique Challenges and Opportunities Click here to download the presentation slides! If you work as an IT Service and Support professional in higher ed, you are all too familiar with the challenges of…Angela IrizarryJuly 12, 2016
The Future of Desktop Support: What the KPIs are Telling Us All ResourcesRecorded Webcasts The Future of Desktop Support: What the KPIs are Telling Us Desktop support has evolved dramatically in recent years. From virtualization and remote desktop control, to the rise of SWAT teams and staff augmentation, most desktop support organizations bear no resemblance…Angela IrizarryJune 15, 2016
