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Click on a title to register for an upcoming Webinar:
Service Management with the Human Touch: Tips to Foster Personal Service that Guarantee Positive Results
- Lisa Erickson-Harris, Research Director, EMA
- Patrick Bolger, CMO, Hornbill
- Thursday 6/25 @ 11 am Pacific / 2 pm Eastern
Look for EMA analysts speaking at these upcoming events:
Lean IT: Gain Service Predictability and Quality – while reducing costs!
IT Roadshow
- Jim Frey, Senior Analyst
- June 2, 2009
- Boston, MA
- June 3, 2009
- New York, NY
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June 4, 2009
- Woodbridge, NJ
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June 9, 2009
- Columbus, OH
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June 10, 2009
- Detroit, MI
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June 11, 2009
- Minneapolis, MN
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June 17, 2009
- Denver, CO
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June 23, 2009
- Philadelphia, PA
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June 24, 2009
- Tyson’s Corner, VA
HP Software Universe 2009
- Jim Frey, Senior Analyst
- June 18, 2009
- Las Vegas, NV
Superior Support – The constant need in ever changing environments
CIO Roadshows
- Lisa Erickson-Harris, Research Director
- September 15, 2009
- San Francisco, CA
- September 17, 2009
- Boston, MA
Access back issues of the EMA Resource Roundup Newsletter through our online newsletter archive
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Achieving User Satisfaction: Service Support Depends on a Service-Based Ethos
by Lisa Erickson-Harris, Research Director
Ethos: the guiding beliefs of a person, group or institution. When translated for technology, an ethos is the culture under which an organization operates to support technology in order to best serve the organization. While tools, budgets, and processes are all important to our effectiveness on the support desk or in any aspect of IT, we frequently lose sight of the people involved.
Recently, EMA conducted a study called The Aging Help Desk: Migrating to a Modern Service Desk, which examined the demands of today’s service desk environment. Even in today’s challenging economic times, the top priority for participants was “improving customer satisfaction.” Eighty-two percent of those responding to the EMA survey indicated this was an important priority. Undoubtedly, Both IT and the entire organization benefit from a culture where service is put front and center.
> Read Ways you can Achieve User Satisfaction
Subscribers: New EMA Research in May
Check out the latest research from the EMA team of IT management experts:
*Available to EMA Premium Research Subscribers
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