Leading IT Service & Support

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Current poll

What will your company's spending pattern be for 2007? Will your support budget:

Increase?

(48%)

Decrease?

(23%)

Stay about the same?

(29%)

(Total: 31 votes)

Question	What will your company's spending pattern be for 2007? Will your support budget:
Question	Customer Service - based on your experience over the past year would you say service is...
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Question	What would be your preferred route to obtaining an HDI qualification?
Question	How do you gather customer feedback/opinions?
Question	Do you have SLAs with your (internal or external) customers?
Question	Are you aiming to increase your help desk’s hours?
Question	How often does your help desk/service desk suffer from high levels of stress?
Question	How well are your customers trained in using IT, and does it impact on the support effort needed?
Question	There are many qualifications now available to develop your career skills and enhance your CV (ITIL, HDI, MCSE, etc) – how do you use them in your career planning?
Question	What is the main factor that STOPS you feeling motivated at work?
Question	What are you doing with ITIL? This IT service management framework is on the tip of many tongues in the industry now, but where are you with it?
Question	What fraction of your day do you feel you are acting as productively as possible?
Question	Do you have a personal career development plan?
Question	What do you give MOST weight to when selecting new support staff? We know you'd weigh them all up, but if you had to pick your best guide, which one?
Question	What do you feel is the optimum period for staff to be on the 1st level of the IT Help desk before "burnout", demotivation etc etc?
Question	Are you planning to use E-learning as part of your staff development training mix?
Question	What is your MAIN indicator of success for your Helpdesk?
Question	What is your support desk called?
Question	Does your help desk have a mission statement and does your team know what it means?
Question	How much do you read for enhancing your service or business knowledge? Tick closest to your reading pattern.
Question	Of course you measure the level of customer satisfaction through feedback on a regular basis - but do you check that what you are measuring is actually IMPORTANT to those customers?
Question	When your customers call, what is their priority?
Question	What is your current % of calls abandoned?
Question	Are you running a specific programme to drive down the cost of support this year?
Question	Are you planning to use Password Control/Reset software tools to help cope with the ever-rising number of "I forgot/lost my password" calls to your helpdesk?
Question	Last week a US state passed legislation to ban outsourcing government contact centres or adminstrative work to India as it was deemed risky to have work processed there. In the light of the current terrorist and war threats, should all Western countries suspend further negotiations with India and similar countries?
Question	Last week a US state passed legislation to ban outsourcing government contact centres or adminstrative work to India as it was deemed risky to have work processed there. In the light of the current terrorist and war threats, should all Western countries suspend further negotiations with India and similar countries?
Question	What's your best estimate of fully loaded costs per call on your support desk?
Question	How many training days have you had in the last year?
Question	What is your current staff attrition level?
Question	How often do you formally measure customer satisfaction
Question	How interested would you be in using help desk specific psychometric testing in your recruitment process?
Question	How often do you have a one-to-one with your line manager?