All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail | Failure to Exercise Proper Governance In the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgMarch 15, 2023
All ResourcesArtificial IntelligenceDesktop SupportService Desk 7 Steps to Future-Proof Your IT Service and Support Career in the Age of AI As the IT industry experiences a rapid evolution fueled by artificial intelligence and machine learning, many professionals working in IT service and support are becoming concerned about the possibility of…Jeffrey RumburgMarch 14, 2023
All ResourcesDesktop SupportService Desk The Fallacy of Email in IT Service and Support Email has long been the go-to communication method in IT service and support, but the reality is that it is not the most available nor the path of least resistance.…Angela IrizarryMarch 14, 2023
All ResourcesDesktop SupportService Desk Why CSAT is Still Crucial in IT Service and Support: Debunking the XLA Hype In the field of IT service and support, measuring customer satisfaction is crucial for understanding the effectiveness of customer interactions. While Experience Level Agreements (XLAs) have become popular for this…Angela IrizarryMarch 14, 2023
OutsourcingService Desk Benefits and Drawbacks to 5 Common Pricing Models in the Service Desk Industry Pricing models in the Managed IT Service and Support industry can greatly impact the success of any outsourcing initiative. In this article, we will examine the five most common pricing…Angela IrizarryJanuary 6, 2023
All ResourcesEnterprise ServicesEnterprise ServicesService Desk The Role of IT in Enterprise Services What’s IT got to do with enterprise services? Well, just about everything. IT Service Management is now a mature discipline. It has been around for almost 50 years! Moreover, the…Jeffrey RumburgDecember 15, 2022
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail | Vendor Over-Promising In the last article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgNovember 29, 2022
All ResourcesEnterprise ServicesService Desk The Promise of Enterprise Service Management "Opportunity is missed by most people because it is dressed in overalls and looks like work." - Thomas A. Edison I first heard the term Chief Service Officer when I…Jeffrey RumburgNovember 4, 2022
All ResourcesDesktop SupportOutsourcingService Desk The Problem With Outsourcing, and How to Fix IT The Problem With Outsourcing, and How to Fix IT Part 1 of a Multi-Part Series by Jeff Rumburg As a 30 year veteran of the IT industry, I have seen…Jeffrey RumburgOctober 24, 2022
All ResourcesDesktop SupportService Desk First Level Resolution vs. First Contact Resolution – What’s the Difference? https://www.youtube.com/watch?v=OiDj4PeYnaM First level resolution (FLR) is a measure of a service desk’s ability to resolve tickets at Level 1. First contact resolution (FCR) is the percentage of contacts that are resolved…Angela IrizarryApril 8, 2021
