Incident Management tends to be one of those ‘must-do but I really wish we could focus on something else’ kind of tasks. But understanding proper Incident escalation is indeed highly important, and can also contribute to less confusion in the Incident Management Process.
1 November 2017
13 October 2017
We're pretty passionate about Self Service, which also means we like when it's done right. One of the most common questions we get as consultants is how to ensure users actually use the Self-Service portal. One part of that answer is to have a portal that users want to use. How?
3 October 2017
Much like most Service Desks, you probably want to measure how well you're scoring with your customers. You make a survey, but the results just aren't coming in. Perhaps you should ask if your survey is user-friendly enough.
1 September 2017
To provide good service as a Service Department, you have to understand your Customers. If not, it's almost impossible to deliver services that are optimised to the needs of your audience. To understand your audience, you have to communicate - and you have to think a bit like a marketer.
One thing we hear a lot as consultants is the following: the only time that a customer or colleague will contact the service desk is when something is wrong and this in turn leads to negative connotations. Can anything be done? Of course!
25 May 2017
The tickets keep rolling in and they are all over the place. Of course, the blocked printer on floor 7 takes a back seat if all of the company’s internet is under attack by outage monsters. However, situations are rarely that clear-cut. How do you prioritize incidents on a detailed level?