Wednesday 27 August 2008
Friday 22 August 2008
Customer Strategy Magazine Highlights 3 Fold increase in First Level Resolutions
Read an interesting article in the Customer Strategy Magazine which highlighted results from a survey conducted by the Service Desk Institute (SDI) into the changing role of Service Management.
A total of 159 service desk managers across 11 industry sectors responded to a questionnaire to understand their views on the industry performance, trends and service quality provided by the service desk software vendors.
The article highlighted that companies are both investing and elevating their IT Service Management with the aim of achieving best practice through the use of standards like ITIL in their IT support operations with the aim of raising customer service levels.
Three main points highlighted by the SDI Service Desk survey included:
1. First-level resolutions have increased 60% from only 21% when the SDI first conducted the research in 2004
2. ITIL standards are continuing to be adopted by organisation from only 30% using the methods and procedures in 2004 to 68% in 2008.
3. Organisations are increasingly favouring a two tiered approach to IT Support with more staff on the front line. If they are unable to deal with the request they elevate the incident to a second tier to handle. This second level comprises of more specialist technical support technicians to help establish the cause of the IT support incident.
To read the source article please follow this link:
http://www.customer-strategy.co.uk/csnews/index.cfm?ccs=584&cs=3772
A total of 159 service desk managers across 11 industry sectors responded to a questionnaire to understand their views on the industry performance, trends and service quality provided by the service desk software vendors.
The article highlighted that companies are both investing and elevating their IT Service Management with the aim of achieving best practice through the use of standards like ITIL in their IT support operations with the aim of raising customer service levels.
Three main points highlighted by the SDI Service Desk survey included:
1. First-level resolutions have increased 60% from only 21% when the SDI first conducted the research in 2004
2. ITIL standards are continuing to be adopted by organisation from only 30% using the methods and procedures in 2004 to 68% in 2008.
3. Organisations are increasingly favouring a two tiered approach to IT Support with more staff on the front line. If they are unable to deal with the request they elevate the incident to a second tier to handle. This second level comprises of more specialist technical support technicians to help establish the cause of the IT support incident.
To read the source article please follow this link:
http://www.customer-strategy.co.uk/csnews/index.cfm?ccs=584&cs=3772
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