One of the things that became apparent as we were talking with IT professionals at the Pink Elephant conference in February was that ITSM is undergoing a significant shift in how the beneficiaries of support are viewed. What were once “end users” are more and more frequently called “internal customers” or – more succinctly – “customers.” As we interviewed more of our customers and looked closely at the language being used by IT thought leaders and industry analysts, it became apparent that this intentional shift was likely to have impact in the day-to-day efforts of service agents and the decisions made by their managers and directors.
We’re happy to share a new white paper that pulls together what ITSM leaders and our customers are saying about the increasing role of customer service in IT: Building a Better IT Service Channel. This draws from our research as well as Netop’s in-house expertise working within IT for over 30 years. In this paper, we look at different metrics for determining IT service success in this new era of customer service; how customer engagement, resolution efficiency, and channel satisfaction are key factors; and offer a strategic approach to implementing change within your organization.
You can download the white paper – at no charge – here.