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Incident Management

A support agent at her desk with a ringing phone while a storm cloud sits over a cell tower outside the window

Vendor Outage SLA: What the 2008 BlackBerry Outage Taught Support Teams

Operations, SLA

Vendor Outage SLA: What the 2008 BlackBerry Outage Taught Support Teams Read More »

A lookout with a telescope watching a storm cloud approach a small town

Leading Indicators for Support Teams: Lessons from Google Flu Trends

KPI

Leading Indicators for Support Teams: Lessons from Google Flu Trends Read More »

A support team rehearses a service role-play at a mock counter in a bright training room

Launch Readiness: What Heathrow Terminal 5 Taught Support Teams

Operations

Launch Readiness: What Heathrow Terminal 5 Taught Support Teams Read More »

A wall of green dashboard lights while a customer on the other side of a glass wall holds a broken envelope

Choosing the Right KPI: What the 2008 MobileMe Launch Taught Support Teams

KPI

Choosing the Right KPI: What the 2008 MobileMe Launch Taught Support Teams Read More »

Support agent pressing a red alarm button while colleagues turn to look

Escalation Triggers: The First Twenty Minutes of an Incident

Operations

Escalation Triggers: The First Twenty Minutes of an Incident Read More »

Unhappy customer holding a small voucher while a support agent apologises beside a laptop showing a server warning

An SLA Credit Is Not a Remedy: Lessons from Amazon S3

Operations, SLA

An SLA Credit Is Not a Remedy: Lessons from Amazon S3 Read More »

A support agent applies a band-aid to a ticket while a senior engineer studies a system blueprint

What is a Helpdesk?

ITIL, KPI

What is a Helpdesk? Read More »

A calm woman with dark hair in a bun and a headset sits at a desk, placing a folder into a set of sorting trays beside her monitor.

Help Desk Ticket Categories: Build a Taxonomy That Survives Reporting

ITIL

Help Desk Ticket Categories: Build a Taxonomy That Survives Reporting Read More »

llustration of call centre staffing schedules with time intervals, agent capacity, and demand charts representing Erlang‑C workforce planning.

Escalation Matrix: Who Gets Called at 2am

Leadership, Operations

Escalation Matrix: Who Gets Called at 2am Read More »

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