Technology never stops evolving. So we’re left with a choice: evolve with it or get left behind. Because of these rapid changes, the technical support world is playing catch-up, trying to meet the demands of the latest litany of industry buzzwords: the cloud,...
Tag(s): support models, technical support, business of support, ITSM
Date Published - Last Updated December 30, 2014
Nationwide Insurance began its ITSM journey in 2002, starting with change and incident management. With full executive support, a dedicated process staff, and shared objectives across all of IT, the program was a huge success, and we realized as much as a 75-percent improvement in availability...
Tag(s): governance, ITSM, problem management, process management, incident management, configuration management, release management, service level management, continual service improvement, case study
Date Published - Last Updated February 25, 2016
In the interest of strengthening alignment with overall business objectives, technical service and support organizations are streamlining their support models by blending the service desk and desktop support, enhancing remote and mobile support, bolstering...
Tag(s): technical support, ITSM, service management, technology, service support, service strategy
Date Published - Last Updated October 31, 2014
With the evolution of ITSM into ESM—enterprise service management—coupled with the increased adoption of cloud-based service management solutions, technical support leaders are planning ahead, doing their research, and gathering the facts they need to build a business case for their next toolset.
Tag(s): service management, webinars, trends, technology, technical support
Date Published - Last Updated September 30, 2015
Join us on August 18 for a sneak peek at the DevOps FUSION Summit!
What are the practical steps that managers and executives in IT organizations can take to improve the transfer of knowledge between various teams?...
Tag(s): webinars, knowledge management, KM, devops
Date Published - Last Updated September 2, 2015
Most organizations think about communication best practices with reference to major outages, and events, but don’t consider the impact good communication can have on first contact resolution (FConR) and mean time to resolve (MTTR), even in a day-to-day context. Large outages attract a great...
Tag(s): communications skills, best practice, webinars, supportworld
Date Published - Last Updated October 13, 2015
The current world of IT is complex, and getting more complex every day. The business appetite for information is increasing, and our traditional approach to managing and curating demand must accelerate in response. To satisfy this demand, many are looking to adopt agile development...
Tag(s): webinars, framework and methodologies, framework, service management, ITSM, IT service management, it governance
Date Published - Last Updated March 17, 2015
Process frameworks and standards are a guiding light in helping you define processes and assess their maturity, but they won’t lead you to the process Promised Land! These frameworks and standards provide little guidance with regard to process definition, and without defined and documented...
Tag(s): ITIL, process, practices and processes, process management
Date Published - Last Updated February 25, 2016
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Configuration management is about...
Tag(s): supportworld, webinars, asset management, configuration management
Date Published - Last Updated July 21, 2016
Catalog sprawl, or the existence of many service catalogs in a single organization, was identified as a problem by 66 percent of respondent organizations in recent HDI research (a further 19 percent identified it as "somewhat of a problem"). However, even though many organizations consider it...
Tag(s): webinars, supportworld, service catalog
Date Published - Last Updated February 23, 2016