The 3 pillars of successful Service and Support

ITIL, Strategy
Failing to deliver on service and support can be extremely costly for any organisation, where according to statistics 91% of unhappy customers will not willingly do business with you again (Lee Resources). So in today’s competitive landscape, what exactly should you be expecting from your Call Recording and Workforce Optimisation Service and Support providers? With over 60% of Business Systems’ personnel residing in this division, we outline the 3 pillars of successful Service and Support which we (and our customers) have come to recognise first hand! 1. Strategy & Design They say ‘by failing to prepare, you are preparing to fail’. The same maxim also holds true for major projects taking place in your organisation. Without a solid strategy and design in place to guide your project plan, desired objectives…
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ITIL IT Service Management in 5 Minutes

Home Page, ITIL, Strategy
Organizations all over the world, from NASA to Disney, utilize ITIL to help improve their IT processes. But what is ITIL Service Management? Here’s what you need to know, and how you can use ITIL to benefit your own IT organization. What Does ITIL Stand For? ITIL is an acronym that stands for “IT Infrastructure Library”. It was originally developed in the UK as a series of books. These books explained procedures and best practices for the IT industry to follow. The goal was to standardize the management of IT, so everything wasn’t doing their own thing, but had a common set of IT standards to follow. How Does it Work? ITIL Service Management acts as a guideline for service delivery in the IT world. If you are committed to conducting…
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Is it a Problem or an Incident

Home Page, ITIL
On the IT service desk (and for anyone who studies ITIL), the words ‘problem’ and ‘incident’ are often used interchangeably. Sometimes, people throw in the word ‘issue’ to further confuse the situation. However, these two words have totally different meanings, and the difference is actually important in being able to communicate how urgent the situation is and what needs to be done in order to fix it. Here are the meanings of each word, according to the definitions used by ITIL, and how these meanings translate into the timeliness of the fix needed. What is an Incident? An incident is an event that leads to an unplanned disruption of service. The important part to remember is ‘disruption of service,’ because if an issue does not disrupt service, even if it was…
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