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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Meeting customer needs with KCS

Across industries and geographies, companies are asking the same questions: How do they scale and extend their support capabilities, with limited staff and budget resources?  How do they continue to provide world class customer service to existing customers while being asked to do more? How can they keep up with the increasing demand on their support staff?

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