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Service Management 2022

Service Management – 2021 in Review, 2022 Outlook

  • December 28, 2021
  • ITSM

Are we having fun yet? 2021 was fraught with challenges due to COVID-19 and various degrees of restrictions nationwide. While some states embraced the return to the office, others remained cautious and kept as many employees working remotely as possible.…

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Service Management Implementation

Service Management Implementation: Key Job Roles

  • July 20, 2021
  • ITSM

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…

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Customer Service Desk Satisfaction

Increasing Your Customer Service Desk Satisfaction

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…

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A Customer Service Representative Working To Solve A Service Desk Ticket

The Real Cost Per Service Desk Ticket

“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:…

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Spring '20 Salesforce Release

Salesforce Spring ‘20 Release: Key Takeaways

  • February 20, 2020
  • ITSM

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…

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Oceanforce Solutions Consulting For

Oceanforce Solutions Expands into Salesforce

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…

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