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Tag Archives: customer support
Classic mistakes when handling critical incidents
‘It’s obvious that when a critical production system goes offline restoring the system back to operation is a mission worthy of focused resources. How many times have you sat in a meeting where ridiculous ideas are thrown around in a vain attempt to … Continue reading
Posted in CIO Solutions, End User Support, IT Operations
Tagged CIO, customer support, IT Operations, IT support, ITIL, ITSM, Matt Hooper, Matthew Hooper
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Inforonics Supportcast Weekly – Episode 4: Metrics, Metrics, Metrics
ITSMF, HDI, and other ITIL type organizations spend a lot of time teaching us about metrics. The reason is for us to continually improve our service we must know where to make adjustments. Inforonics Scott Taylor and Matt Hooper tackle how the 50 year old Outsourcer does it, and how they’ve learned to keep it lean and mean. Continue reading
Inforonics Supportcast Weekly – Episode 2: Overhauling the phone infrastructure.
Changes in infrastructure always introduces some level of risk to your business. Whole sale swapping out your phone system is a HUGE risk. Listen in as your hosts Inforonics Scott Taylor, Support Architect, and Matt Hooper, CIO discuss how Inforonics switched to their Cisco VoIP phone switch, managed this risk and change to improve business outcomes and mitigate business impact. Continue reading
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