Everybody seems to be talking about getting their customers using the portal rather than calling the service desk. Getting them to actually use the portal without making them feel like you are pushing them away can be a challenge. The benefits of increasing the ratio of portal submitted vs. call submitted incidents are plenty but include:
Colorado Springs, Colo. – 31 August 2013 – Cherwell Software today announced a new exclusive consultancy agreement with author and IT service management expert, Malcolm Fry.
Malcolm will provide speaking, writing, and consultancy services to various areas of the Cherwell Software business. Most importantly, he will help Cherwell Software serve the ITSM practitioner community with training, thought leadership and other practical tools for increasing quality of service delivery. Malcolm was a member of the ITIL Advisory Group (IAG), which was responsible for overseeing the development and publishing of ITIL v3. Plus, he was a mentor for the “Service Transition” book. In 2009 Malcolm was awarded the coveted Ron Muns Lifetime Achievement Award for his work in the IT service management arena. Read more