In this day and age we have access to a lot of data and information, but we don’t always necessarily know how to use it. In a recent presentation that I conducted at the itSMF UK Conference and Exhibition in England, I looked at real numbers and statistics (taken from our own customer-aggregated benchmark data) and discussed ways in which you could utilize the data to help improve basic issues faced on the Service Desk. As many of you would obviously not have been able to see that presentation, I’ve decided to turn it into my very own blog series of benchmarks and advice.
One message that I am keen to make clear with this blog series is that you don’t have to be a SysAid customer to benefit from it. The series will utilize SysAid data, but the advice given will be applicable to anybody within the ITSM industry regardless of which tool you are using. So please help share the advice given in these blogs amongst your peers and colleagues for the benefit of the entire ITSM community.
In the series you can expect to see statistics and advice on:
- Incident Classification Categories
- Knowledge Management and Reuse
- Customer Satisfaction Surveys
If there is anything else that you would like to see addressed as part of this series then please leave a note in the comments section of this article.
Today, we start with looking at customer access channels and how to improve service.