Short Guide Through the Successful Help Desk ITIL Implementation
When companies find themselves overwhelmed with work or experience problems such as:
- unavailability to track and manage support resources
- lack of relevant metrics for planning activities
- constant repetitions of same problems
- undefined procedures for managing incident or service requests
- unidentified support staff expenses
- reduced productivity and increased costs
- declining sales due to lower customer trust
they start considering automation of customer support services through a help desk software solution and adoption of ITIL best practices. For a successful implementation, when we talk about spending business dollars, acquiring a software solution is among last steps. Running a customer support in effective manner usually needs more than just a piece of software, and focus should be on ITIL implementation since that will increase the business value of IT and influence the result. Read more
Why Companies are Investing in Help Desk Software Now
We are experiencing economic downtime around the globe. Newspapers, magazines, tv programs, web portals, business meetings… everybody is talking about recession and its outcomes. One unwritten rule that companies follow in hard times (even though I could not recall if I have ever read about that kind of good strategy) is “In slow economy, marketing is the first thing out in budget”.
How do you deal with it? Are you one of many who think that it is a good thing to give up on marketing? I hope not. One of the most terrible ways to fight downtime is to reduce marketing activities, IT investments, and cut on customer support and quality of customer service. Why? Read more
