COBIT 5 - Comment period...

Hi,

COBIT 5 will incorporate a major update on the current version & is currently open to comment feedback.

The questionnaire will close on April 12th 2010.

If you have the 4.1 certification, that's another update you'll need to get prepared for!

Reference link: http://www.pysper.com/016219

Regards,

Musab Qureshi

Support Centre Benchmarking...

Hi,

Charney (2005) describes Benchmarking as a 'deliberate, systematic process whereby an organization seeks to find out who the best are, to learn from them, and to adapt and implement new ideas to improve customer satisfaction.'

A trusted reference point for benchmarking your support function is the Help Desk Institute (HDI) annual Practices and Salary Survey report.

The 2009 version is now available & is based upon feedback from over 1, 000 companies across a number of verticals. Key findings illustrate that:

• 48% of support organizations have multiple support centers
• 31% are supporting customers in multiple countries
• 30% refer to their organization as a help desk and another 30% call themselves a service desk
• The fully burdened cost per incident for phone support is $22, compared to desktop support at $32
• 56% of incidents are resolved at level 1

You can obtain the full report from the following link; http://li-nk.in/cxlzo8

Regards,

Musab Qureshi

Reference: Charney, C. (2005), The Leader's Tool Kit: Hundreds of Tips and Techniques for Developing the Skills You Need, Amacom