The Zen of Support | Presentation PDF
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 the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.
In this presentation, Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.
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MetricNet discusses what it means to be a Strategic Support organization. We will provide case study examples of support organizations that operate in a Strategic Support Paradigm.
Viewers will learn:
- Three Sources of Leverage in a Strategic Support Organization
- Two Metrics to Measure Your Progress Towards Strategic Significance
- Key Success Factors for Achieving Strategic Enlightenment
- Benchmarking Results from Strategic Support Organizations
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