To have a successful service management implementation of any managed service solution, there needs to be clearly defined roles to ensure clear lines of communication and streamlined decision making. In this article, we’ll highlight the different roles that we’ve seen…
The concept of customer satisfaction has shifted over the course of the last several decades, from satisfaction with a transaction to meeting a customer’s expectations from beginning to end. This idea evolved again with the prevalence of social media. Anyone with a Facebook, Instagram, or…
“Cost per ticket” may be the supposed reigning champ of service desk metrics but relying on a single metric alone isn’t enough. In addition, “cost per ticket” doesn’t reveal the entire truth about the real cost per service desk ticket. Even worse:…
Expect the Unexpected, Protect Your Systems With the COVID-19 pandemic affecting business across the globe, many companies are trying to survive, while others are thriving from unexpectedly high demand (hand sanitizer and toilet paper, for example). For businesses that have shifted…
The Basics of ITSM What is ITSM and how can it help your business? As you know, data and technology are continuing to expand into all aspects of business. IT services are a part of small and large companies across the globe. But…
Salesforce released its Spring ‘20 release update on February 17th, 2020, and we’ve had a few days to review the updates, changes, and improvements that should help make users lives a little easier. Each update has an extensive list of…
Oceanforce Meets Salesforce Through Expanded Services Oceanforce Solutions is excited to offer our services and expertise not only with BMC Helix Remedyforce, but also into the newly expanded realm of Salesforce. It’s a natural expansion for us, as BMC Helix Remedyforce works within the Salesforce platform, with the…