Blog - Service Client et Support Informatique

A core element in the reduction of IT related business risks
Catégories: -Service Client et Support Informatique-

Reducing the risk in IT operations is critical to the stability of the IT Infrastructure - and the delivery of business. Reducing the time for the restoration of IT service in a structured manner, with transparent decisions being made by IT support and the business is time critical. Finding the root causes of a service interruption in a shorter time minimises the business risk from re-occurrence. Learn and practice the tools which help support staff think correctly under pressure. This course will prepare you for a life of structured and transparent Incident Management and Problem Management, and you can prove your understanding of the ITP Foundation Plus workshop by taking the ISEB Foundation Examination in KT ITSM Problem & Incident Management.
 

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Customer Service needs Leadership
Catégories: -Service Client et Support Informatique-

Christoph Goldenstern, Global Vice President and Principal with Kepner-Tregoe, explores the concept of Customer Lifetime-Value a bit further

Leadership is what makes it all happen. By that I do not mean the day-to-day execution of plans, projects or budgets (that’s management), but the ability to provide a vision and then create an environment in which teams collaborate to make that vision a reality.

In this context, Service Leaders need to be able to do 3 things: Assess the Current State, Define the Future, Lead the Business Alignment

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Information Transfer—The Competitive Advantage in Customer Service
Catégories: -Service Client et Support Informatique-

As consumers, we have all experienced the customer service call that, when transferred, required repeating the details of the problem each and every time you were transferred. Nothing is more frustrating! By building a framework in your customer support function that includes a logical sequence of questions and the ability to pass the data along if the problem changes hands, organizations can make the customer support function their competitive advantage

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When multi-million Euro penalties are at stake, KT brought focused troubleshooting attention to the issue
Catégories: -Service Client et Support Informatique-


Energy companies are merging, and the internal solutions are now a mélange of different hardware and software solutions. Recently a supplier called KT for help. Their IT consolidation project had resulted in an inability to provide contract owners with the daily energy consumption by the mandatory deadline.

Situation Appraisal and Problem Analysis were performed to unravel the reasons why the migrated application environment was not going fast enough.

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Customer Service: Constructs for a Customer-Focused Culture
Catégories: -Service Client et Support Informatique-

In an industry where the pace of change is relentless, how do you create a service culture that builds customer loyalty? Organizational culture is the ‘personality’ of an organization manifested as the behaviors, attributes, and artifacts of its members. It shapes personal and group values and attitudes including perceptions about what works and what doesn’t, what is helpful and what is not, what makes sense and what does not.

These are the seven essential constructs for building a customer-focused culture.

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IT Service Delivery from a 3rd Party – Jumping from Reactive to Proactive
Catégories: -Service Client et Support Informatique-

Problem management is often the most under used process, and is described by some as the "If we only have the time" process. In reality it is a process that if used correctly adds real value to the business, and supports all of the other service management processes. To get there, there is a need to invest both time and resource – the very things that problem managers have little of.

 

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