A large number of recurring support issues that are often dealt with manually by the support team can and should be directed to self-service. But the key value is created when we increase the level of service and make the support organization more important and of greater value for the whole organization. We supply real customer benefits. As service-oriented support organizations and service desks, how do we address the new generation of employees, the old generation’s new behaviors, and new technology?
About Per Strand
Per Strand has extensive experience in strategic business development, product development and marketing. Per is an experienced speaker in leading IT support forums. Diploma in business communications from IHM Business School and certified in KCS Practices v5. Per is CEO and one of the founders of ComAround.
Entries by Per Strand
The right tool supports the chosen method and reduces the need to develop workarounds. It also encourages users to follow the correct methods through having the right flow and functions.We give you three reason to why you should use a specialized knowledge tool.
After spending three days at the HDI conference in Orlando, the world’s largest helpdesk and service desk event, I can say that American companies and organisations are currently focusing strongly on introducing Level Zero support, which is the level before first line where users can help themselves.
The traditional viewpoint that every article created should be perfect has no connection to how we consume and process information. Support organizations that realize it’s impossible to create perfect knowledge articles will succeed with knowledge management. Successful support organizations develop methods for the early identification of new issues, and they create effective articles that resolve the new issues.
It’s time to rethink the traditional support metrics, used by a majority of service desks to measure how successful they are. And the reason to that is the value that the support organization creates cannot be measured inside the support organization. The value is on a higher level, just as it should, and the support […]
The way we get help and support has dramatically changed and some of these new behaviours are driven by new possibilities in the cloud and from new devices. What is your experience from different support behaviours?
This is a 4- step guide on how to make your self service knowledge base a success and one of your must valuable assets. This guide is aimed at those who want to enhance an existing knowledge base as well as those who are planning for a new knowledge solution.
What governs our choices? We make lots of decisions, consciously or subconsciously, as soon as we get out of bed, and the number of decisions accelerates during the day at home, on the way to work and at work. Maybe even earlier if you belong to the majority who start by checking out what’s happened […]
When migration to new systems or upgrades of new versions take place, users ask questions that need to be answered. These questions end up in various locations within the organisation, usually at a local or central support organisation (known as the service desk, helpdesk, etc.). 33 per cent of support managers the world over who […]
In a change process – such as migration – you may encounter a degree of opposition from users. In the event of a migration, a common reaction from the company and its users is the view, “Oh no, the IT department are going to swap/upgrade our systems AGAIN!”.