What are your organizations Knowledge Initiatives for 2016?

No matter if an organization is starting their Knowledge journey, or if they are maturing their Knowledge Centered Support processes in a phase II or III, the first months of the year are the time to plan and set the goals for the 2016 Knowledge Initiative.

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How do you evaluate employees without rating them?

More and more companies move away from the traditional rating-based performance model in the organization. It makes sense to focus on goals instead of activities. You want your company (and employees) to grow and develop, and in order to do so, you need to focus on the right things. Measuring activities will give you an unfortunate result as your staff will focus on achieving what you are asking for, and nothing more.

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Your first line resolution should be low!

It is an undeniable fact that CIO´s and CFO´s across the globe’s Fortune 500 companies have measured how well their company’s first line resolution rate performs as an important KPI. The higher the resolution rate the better. I dare to say “No”.

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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

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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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 4 Järfälla Municipality: Measures and plans for solving more cases in Zero Level support

Järfälla Municipality, outside Stockholm, has been using web-based self-service as a support channel for seven years. Last year, they decided to introduce Zero Level support as a stage before first line. Zero Level support is expected to solve 40% of all incoming cases. The challenge is to get users to help themselves via self-service.I have interviewed Hans Berkvall, IT Manager at Järfälla Municipality, who describes their measures and plans for increasing the number of solved cases in Zero Level support.

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How actively do you use self-service and how high is your Self Service Score?

Do you focus on users when you offer support via self-service? Support functions often focus on rationalising their support organisation and measuring the number of cases resolved and how long it takes to deal with a case. How many of you measure users’ commitment to solve their problems via self-service?

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