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February 3, 2020Like

Why Recording Help Sessions Is Valuable

Most enterprise support management (ESM) solutions have features that capture and record notes and screenshots during service calls. However, it is difficult to capture everything accomplished in a help session as it happens. Things get lost and help desk personnel move on to the next ticket without a second thought. Believe it or not, your […]

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January 28, 2020Like

How to Encourage Quality in Your Support Organization

Today’s enterprise service management (ESM) solutions provide little visibility into the quality component of a service experience. It’s possible to track basic metrics, like cycle time and the number of issues open and closed. But was it good or bad to have more issues open this week versus last? Do fewer issues mean the users […]

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January 23, 2020Like

Why Companies Are on the Verge of Getting Rid of Passwords

Most passwords can be cracked in a matter of seconds. In a 2015 interview, Edward Snowden said, “For somebody who has a very common eight-character password, it can take less than a second for a computer to go through the possibilities and pull that password out.” That’s pretty scary considering how many of us use […]

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January 21, 2020Like

How to Prevent Employees from Circumventing the Support Process

Organizations have made painstaking efforts to create complex and expensive help desk and ticketing solutions to enable the support process. This includes IT, engineering, and HR support, among others. Unfortunately, the support process is continually circumvented by employees because it requires too many steps and/or creates too much friction. Friction Point 1: Reporting the Issue […]

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January 15, 2020Like

How to Make Your Enterprise Service Management Experience Excellent

Organizations with shared services are often ill-equipped to provide employees with a customized internal support solution. The average ticketing system structure we’ve all grown accustomed to has kept our expectations low when it comes to problem-solving. It’s always the same story: Step 1: Call your help desk or submit a ticket. Step 2: Wait for […]

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November 19, 2019Like

ESM Is the Key to a Great Employee and Customer Experience

Enterprise service management (ESM) is a revolutionary concept that businesses are only beginning to truly grasp. While there are some alpha adopters, the true nature of ESM is only in its infancy. According to CIO Magazine, ESM is the next step in the evolution of ITSM. Other analysts are adopting this definition, too. ITSM is […]

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November 12, 2019Like

How to Improve Productivity When the 4-day Work Week Doesn’t Work

Productivity is a hot topic in the workplace these days. Microsoft’s notable attempt at a four-day work week increased productivity by nearly 40% in their Japan offices. In this case, productivity was measured by sales per employee. Microsoft has also experimented with decreased meeting times by encouraging employees to keep meetings to a minimum and […]

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October 31, 2019Like

EVAN360 Still Provides Immediate IT Support to Anyone, Anytime

The EVAN360 platform was released a little over three years ago and has developed a strong following, resulting in significant growth. Growth has required a lot of work, making it easy for me to overlook why EVAN360 was founded. It took a visit from my mother to remind me why we originally created the EVAN360 […]

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