Carlos Alves · Sr. Offering Manager · | admin

Welcome @Craig Cason !

Regarding TSIA published research, these are some samples you can access through the new TSIA Portal: https://portal.tsia.com/members/report/2kV4U9M9QhVUUi6xACFp1m/real-world-applications-of-ai-for-technology-companies https://researchjourneys.tsia.com/enterprise-ai-in-tech-and-service-ops…

I worked with a points/credits system with a pre-determined effort/price table for different engagements, whether consulting or training, depending on the customer's needs. Usually, consulting was more complex, so it cost more credits.

Hello , @Jaime Farinos; I'm working on AI content generation and modules to make them more organized and accessible through different journeys.

Hi, @Christina Luna : I always was against and created offers with no limits for support contacts. It can slow down the sales process and be an issue for the customer experience. For the service provider, it'd be better to limit since it'd lead to predictable costs and resourcing. However, in the customer's mind, the…

Hi @Bill Hor . At the university, we use Zoom because it allows us to interact with students with icons, chat, and whiteboard. Canvas is the platform for managing the course, material, and the students. I also used OBS to record offline training sessions.

Hi @Melissa Russell , thanks for your question. It is a hard and up-to-date issue. In my experience, if you keep honest to the corporate values and you are transparent with people regarding the downturn moment, it’s tuff but it works out. People need to know what and why things are happening.

Hi Joachim, NPS can be an important metric to education services: https://www.tsia.com/blog/how-customer-experience-evaluations-can-improve-education-services Since your company is a TSIA Member for Education Services, you can benchmark to access this data point.

Good question, @Rita Jerman . I think putting all this info together may jam the interface. We have a website with the available products and a brief description of that particular product. On the page, you may see the delivery characteristics of that service (regarding duration, engagement, not many details). If you want…

I agree with @Alexander Ziegler , no silver bullet out there because it'd depend on many integrations of tools and processes across different organizations. In the past, I worked with proprietary tools, mainly from a tech vendor, that shared access with partners and customers. Another example I saw is to publish this…

Hi @Imran Razack , I've seen chatbots and gen AI to answer customers' questions. For new business, I saw examples ranging from closing real estate businesses to product recommendations based on customer preferences. https://www.tsia.com/blog/navigating-the-ai-landscape @David Baca , @Sara Johnson , any observations?

As a user, I saw the Google Cloud program on AI training. It counts points, unlocks content, and guides the curricula.

Hi @Neal Hatton , NPS is not dead, but the issue is how many companies have been using it. Companies often do not apply it correctly, rely only on NPS metrics, and cannot go deeper into root causes to create effective action plans. You may refer to this blog entry and TSIA report "State of Customer Success 2023," where NPS…

Hello Scott, while auditing DR plans in the past, we used IBM's https://www.ibm.com/docs/en/i/7.3?topic=system-example-disaster-recovery-plan and ITIL v2 Service Continuity process https://wiki.en.it-processmaps.com/index.php/Checklist_ITSCM_Report as references. Usually, my audit/compliance report was a spreadsheet…

I used to work with Managed Services with unlimited training requests but limited scope. We used this training for onboarding and refresh sessions. One problem we faced when limiting requests was that customers let those for the end of the year, causing them to accumulate. On the other hand, pre-charging for the unlimited…

This is a complex discussion, @David Dixon . I used to establish a high-level RACI matrix among the areas, depending on the activities and finding their goals, asking "what's in it for them". With that, we could find ways to collaborate, not fight (much). Later the teams could work together to detail the RACI and the…

Good question, @Ryan Peterson . What I've seen in the market is: Business model changes, new roles, and career recommendations. Defining a scope with the interactions that will happen (e.g., homework, meetings) and calculating by the hour. Price is about the total. It depends on your target: using your personal expanded…

Hello @Robert McGinness . That's an interesting analysis. Running Problem Management's root cause analysis would be essential to establish this data correlation. What we did informally was to follow up on websites that monitor public cloud applications availability to make sure the "fault is not on our side."

In the past, it was so hard to go through IT that we ended up using Calendly, with no integrations.

That's a great challenge, @Stefaan Wuytack . The trend we are seeing is about creating Premium Offers https://www.tsia.com/blog/how-effective-are-you-at-monetizing-service-offers In my experience as a HW reseller changing into a managed services provider, I used to price services as a % of the hardware components. We…

As a user, I remember Cisco’s and Microsoft’s. The first had content for download organized in the journey steps. You could keep track of what you used, but not evolve or assess your level automatically. The second offered short videos to help in adoption. Better than long training videos or downloads. They were grouped by…

Hi @David Leaser, great question! TSIA's Education Services Members are able to access this recent poll results: https://www.tsia.com/resources/tsia-quick-poll-the-impact-of-training-on-product-subscription-renewal-rate Any other thoughts, @Lawrence Kaye ?

At first, we measured hours and number of T1/T2 people trained, but after that, we found it more valuable to ask the T3 people to talk about their tech expertise and record it. So it evolved to "contributions to the knowledge base": resolution scripts and training entries.

Hi, Besides the % of solved incidents on time, Problem Management (root cause analysis), Knowledge Base entries, and Tier I and II training.

Nice questions! Let me try to cover them: 1- We categorized by effort/hours we understood we'd spend. To do so, we had some experience on most common demands, organized by Delivery. 2- Yes. The pattern of low-effort demands was clear, allowing us to consume many of the "contract points" I mentioned pretty quickly (and then…

Good point, @Suresh Kandeeban . "In scope" was everything we had listed as Incidents or Requests. "Out of scope" would include projects. When I created my Manages Services contracts, I documented Demand Categories the customer could order during the contract. I had 3 categories depending on the demand's complexity (low,…

Hi @Stela Koleva , I used Microsoft Steam, which is good when you have Teams as your primary collaboration solution.

Yes, results were better with a named person.

I used ServiceNow in the past, and we could keep this data as part of the knowledge base. There are other options that you create/use a KMS and integrate with your ticket system. Another suggestion would be if you have your documents well stored and governed in SharePoint or Google Drive, you can create links to an opening…

Hi @Kim Ahmer , we used to run 5% of total calls (support). When call volume increased, we concentrated on calls that took longer than 10min. During that time, we did not have a dedicated QA team; we worked in "squads" so one could listen to each other calls. I also heard a comment from a CCO about leadership engagement to…