Managing Unrealistic Expectations
Are you caught in a web of unrealistic expectations? Realistic service and technology expectations are the keys to IT service success. No one can live up to unrealistic service perceptions.
Market Internal Help Desk Services
To achieve true value, help desk services must be promoted within the end-user community. Effective marketing strategies are essential to the long term success of the internal help desk.
5 Keys to IT Service Satisfaction
End-user satisfaction can be an elusive goal, but not an impossible one. With just 5 key steps, customer service satisfaction can be delivered and maintained. Learn how its done.
Understanding IT Service Metrics
End-user feedback is only a piece of the service value puzzle. If properly recorded and analyzed, service event data will provide the metrics needed to evaluate IT performance.
Negotiating Service Level Agreements
Considering the risks and negative consequences, IT service obligations and goals should not be left to chance. A documented, approved Service Level Agreement can make all the difference.
Staffing for Customer Service
IT staff need more than technical expertise - they also need to convey a customer service orientation. Effective IT services begin with a recognition that service acceptance is key.