Services Delivery & Operations
Archives for April 2021
Discussion List
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What does your Support Service incentive program look like?I would like to introduce a bonus based incentive program to Support Services. Does anyone use such a program? How is defined? I am currently thinking of including a bonus based on CSAT performanc…Answered Kimberly May 131 views 5 comments 0 points Most recent by Stela Koleva Services Delivery & Operations -
Who owns updates to your company’s Service Status page?Hi TSIA Community, Who owns updates to your company’s Service Status page? Support, Engineering, another team? We’re currently deliberating about https://statuspage.splashthat.com/. Thank you!Answered Greg Higgins 111 views 5 comments 0 points Most recent by Neal Hatton Services Delivery & Operations -
How should service credits revenue be allocated & recognized when delivery is across departments?We have 2 general types of credits. One is used for training. Those are typically created over a certain time period and amortized monthly over that period whether or not the customer uses it. We are…Answered Serges Lemo 42 views 3 comments 0 points Most recent by StevenForth Services Delivery & Operations -
Is there a standard approach to converting a Likert Scale to a CSAT%?Depending on the source, I get strong opinions with one of three options that seem to be commonly used. In our case, we have survey options that are roughly worded in this manner: "The service …Answered ✓ David Newman 10K views 6 comments 0 points Most recent by Dave Baca Services Delivery & Operations -
Which global companies are recommended as a benchmark?Which global companies are recommended as a benchmark regarding the succesful transformation into a professional services & solutions company? Especially around (changing) governance and organiz…Answered Frank Kauffmann 32 views 1 comment 0 points Most recent by StevenForth Services Delivery & Operations -
Project Time Tracking and Employee Time TrackingHi All, I've had previous experience using Dovico as a subscription based time tracking tool. What other products out there have you used and what kind of feedback can you share about this products?…Answered GavinMurray 31 views 4 comments 0 points Most recent by PatrickCarmitchel Services Delivery & Operations -
How are you calculating Time to Resolution (TTR)?Hello! My question is related to Time to Resolution. How are you calculating TTR and are you including weekends (i.e. business days versus calendar days)? Also, do you include time spent in "Wai…Answered Karen Bautista 126 views 6 comments 0 points Most recent by Karen Bautista Services Delivery & Operations