That’s why service desk should use self-service as a support channel

Self service means to obtain answers to questions by yourself, without having to contact the staffed support function. This is 6 reasones why a Service Desk should use self-service as a support channel to their customers. Read more

Self-service close at hand

At the office, we all work long hours in order to meet fast approaching deadlines. The last thing we want is for our basic programs such as Outlook, Word, or Excel to provide us with yet another obstacle to overcome. We do not have the time to contact the service desk for simple tasks. It takes time to contact the service desk, and it can even be a bit embarrassing to ask these questions. I mean, I do not want to be that person that makes the service desk sigh and laugh about. There has to be a better way, right?

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Part 6: Resolve more cases with self-service – Creating awareness of the new solution

It is not enough to offer self-service if users are not aware that it is available or understand the advantages. It is essential that Service Desk markets the self service solution, its content and the benefits it provides in order for more users to resolve their problems via the self-service solution.

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Part 5: Resolve more cases with self-service – Availability and integration

Users will benefit from easy access to the self-service knowledge tool. With easy access users will resolve problems themselves instead of calling the service desk. It is also advantageous to have the self-service solution integrated with the ITSM tool. This integration gives users the ability to access knowledge articles while registering an incident. It is also important to link the self-service portal where the problems and questions arise. The more places users have access to the self-service solution the greater chance that the user will view self-service as the best and first choice for resolving an incident.

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Self-Service means new metrics for your support organization

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 is creating real business value and not only internal support value. It is also time to stop focusing to much on activity, and instead start measuring the outcome of our activities. Read more

Self Service isn’t “nice to have”, it is an expectation

At the HDI 2015 Conference & Expo in Las Vegas, we experience, both from participants and the conference program in general, that there is a heavy focus on knowledge, KCS, integrations and beyond IT (HR, Marketing, Finance and so on.).

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Show business value, not standard IT department metrics

While attending the ITSMF conference in Norway on 3-5 March 2015, I had the opportunity to listen to the key note, Rae Ann Bruno. While her entire presentation was fascinating, she really got to me when she talked about the real business purpose of the IT-department, especially the gap between what they report to the business and what is useful information.

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Knowledge is an asset owned by the team

It is no secret that “Knowledge” is the keyword in the support industry in 2015. ComAround recently took part in the IT-support & Service conference in Stockholm with the focus on the support organization’s knowledge. How do you capture this knowledge and how do you make this build value in the company?

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The game of support is changing – are you?

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? Read more