Post on 21-Feb-2017
Customer Best Practices by Nucleus Networks
Managing Productivity of a Service Team
Leading the conversation today
www.brightgauge.com
Eric Dosal Co-Founder, CEO BrightGauge Software @EricDosal
Karl Fulljames VP of Operations Nucleus Networks @kfulljames
What we’ll cover today
¨ Using Data to Improve Operations ¨ Holding the Service Team Accountable ¨ Managing Service Team Productivity ¨ Top Metrics the Nucleus Networks Team Uses
www.brightgauge.com
ITIL – How we triage
¨ Incident ticket ¤ It’s broken and needs immediate assistance (app keeps
crashing, printer jammed, server on fire, etc.)
¨ Service Request/Work Order ¤ Something that can be scheduled (new user starting,
application install, new workstation setup, etc.)
¨ Type/Subtype/Item
Using Data to Improve Operations
www.brightgauge.com
Using Data to Improve Operations
www.brightgauge.com
Using Data to Improve Operations
www.brightgauge.com
Using Data to Improve Operations
www.brightgauge.com
Using Data to Improve Operations
www.brightgauge.com
Using Data to Improve Operations
www.brightgauge.com
Using Data to Improve Operations
www.brightgauge.com
Holding the Service Team Accountable
www.brightgauge.com
Holding the Service Team Accountable
www.brightgauge.com
Holding the Service Team Accountable
www.brightgauge.com
* Requires BrightGauge Advanced Plan with Calculated Metrics [Free 30 Day Upgrade Trial Available]
Holding the Service Team Accountable
www.brightgauge.com
Tech Marks Tickets as “Resolved”
Workflow Assigns Ticket
to Coordinators
Coordinators Review Ticket
Fields for Correct Info
If incorrect, Reassign
back to Tech to cleanup
If Correct, Close the
Ticket
Managing Service Team Productivity
www.brightgauge.com
Managing Service Team Productivity
www.brightgauge.com
Managing Service Team Productivity
www.brightgauge.com
* Requires BrightGauge Advanced Plan with Calculated Metrics [Free 30 Day Upgrade Trial Available]
Managing Service Team Productivity
www.brightgauge.com
* Requires BrightGauge Advanced Plan with Calculated Metrics [Free 30 Day Upgrade Trial Available]
Top Metrics Our Team Uses
www.brightgauge.com
Top Metrics Our Team Uses
www.brightgauge.com
* Requires BrightGauge & Nex.to Integration [Free 30 Day New Integration Trial Available]
Top Metrics Our Team Uses
www.brightgauge.com
* Requires BrightGauge & Nex.to Integration [Free 30 Day New Integration Trial Available]
Top Metrics Our Team Uses
www.brightgauge.com
Top Metrics Our Team Uses
www.brightgauge.com
* Requires BrightGauge Advanced Plan with Calculated Metrics [Free 30 Day Upgrade Trial Available]
Any Questions?
www.brightgauge.com
To Learn More: www.brightgauge.com/resources
Eric Dosal Co-Founder, CEO BrightGauge Software @EricDosal
Karl Fulljames VP of Operations Nucleus Networks @kfulljames