by Markos Symeonides, on 23-Jul-2021 14:30:00
Peer support is happening in your organization. It’s happening in every organization. Yet research firm Gartner Inc. say only 1%-5% of enterprise organizations are working to track and govern peer …
Read Storyby Markos Symeonides, on 04-May-2021 15:00:00
Incident management is one of the more popularly adopted ITIL practices—with close to 100% of small-to-large organizations doing it in some form or another. But the shape and maturity of …
Read Storyby Markos Symeonides, on 18-Mar-2021 14:00:00
No matter how efficient your incident management process, you will always have more incidents than you can handle—until you get proactive about problem management. Where do you start? Part of …
Read Storyby Markos Symeonides, on 22-Jul-2020 15:52:35
For many service desks, First Call Resolution (FCR) is the "holy grail" of metrics, but should it be? Like any metric, First Call Resolution is just a number. It will …
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