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

Highlight the heroes of the Service Desk!

Create and highlight heroes and motivated employees in the service desk by implementing elements of Gamification in the creation and maintenance of a qualitative Knowledge base as a part of improving the support delivery. Read more

Part 4: Resolve more cases with self-service – the importance of support from management

The management staff constitutes an important tool for changing behavior in an organization. Include them early in the process, use best practices, references and provide prompt feedback on progress.

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Part 2: Resolve more cases with self service – support strategy and goals as fundamental control instruments

A new service or tool won’t automatically perform miracles if you don’t do anything useful with it. You must decide on a strategy and get people to follow it if you’re to be successful. In this blog, I describe the most important elements of a support strategy for self service and the importance of setting goals.

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Part 3: Resolve more cases with self-service – Tool for understanding and changing user behavior

How can we get users to look for help in a self-service system rather than in the usual way, by contacting staffed support? When a new way of working with new routines is to be implemented, it means change to the existing situation. People react differently to change. The blog article gives you basic knowledge of the change process that is essential for changing user behavior.

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The Hero is The King – Not Content

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.

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KCS: Using Gamification for reward and recognition

Gamification is the application of game design and game mechanics in a work or social setting to motivate individuals and teams to perform specific and often repetitive actions. A core principle of KCS is rewarding and recognizing effort, and it has proven to be a successful combination when used with gamification to achieve this, both immediate and long term. In this article you will learn about the goals of reward and recognition, how to calculate the scoring and how to steer the content work with gamification.

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