We are on the threshold of an era when we can take advantage of advanced technologies to assist us and, more importantly, those we support.
Tag(s): supportworld, technology, self-service tools, self-service, technical support, trends
Date Published April 19, 2017 - Last Updated December 6, 2017
This #HDIchat tackled the topic of getting your team obsessed with service. Jeff Toister joined the Twitter chat as our guest expert.
Tag(s): customer experience, supportworld, hdichat, customer satisfaction, customer service
Date Published April 17, 2017 - Last Updated December 6, 2017
You can use two analysis techniques, combined with the relevant data from your knowledge repository, to help problem management start to fulfill its promise.
Tag(s): supportworld, service management, ITSM, ITIL, problem management, knowledge management
Date Published April 12, 2017 - Last Updated December 6, 2017
Technology hard trends in artificial intelligence, cyber security systems, cloud computing, data analytics, and virtualization will shape the future of tech support.
Tag(s): supportworld, support center, technology, future of support, cloud, security management
Date Published April 11, 2017 - Last Updated December 6, 2017
Consider whether reporting against knowledge article usage, as evidenced by linking articles to incidents, is a better way to prioritize incident types for problem management.
Tag(s): supportworld, problem management, knowledge management, ITIL, ITSM, service management
Date Published April 6, 2017 - Last Updated December 6, 2017
Metrics help us staff at the correct levels, show that we’ve improved (or not), and help keep us on track…when they are used properly.
Tag(s): supportworld, hdichat, metrics and measurements
Date Published April 5, 2017 - Last Updated December 6, 2017
There is hope for problem management to be proactive by marrying problem management with knowledge management/knowledge sharing practices.
Tag(s): supportworld, service management, problem management, knowledge management, ITSM
Date Published March 30, 2017 - Last Updated December 6, 2017
In training, you can guide learners’ attention to what is most important by using repetition, telling stories, asking questions, and creating relevant hands-on activities.
Tag(s): supportworld, support center, workforce enablement, training
Date Published March 29, 2017 - Last Updated December 6, 2017
Problem management is supposed to help identify and remediate the underlying causes of unplanned interruptions (incidents) to services.
Tag(s): supportworld, problem management, service management, support center, hdichat
Date Published March 27, 2017 - Last Updated April 19, 2019
In order for support organizations to be truly successful, ticket documentation should be an every time event, not a sometimes event.
Tag(s): supportworld, service management, support center, training, business value
Date Published March 23, 2017 - Last Updated December 6, 2017