For true transformative change to take hold, it requires a fundamental redefinition of what IT service management is. Also, it’s not a one-and-done process.
Tag(s): supportworld, technology, automation
Date Published August 30, 2022 - Last Updated January 20, 2023
In this IndustryVoices piece, Chad Haftorson of Freshworks discusses the promise of AI and Machine Learning in the new working landscape.
Tag(s): supportworld, technology, automation
Date Published August 29, 2022 - Last Updated January 20, 2023
To improve overall network security, IT professionals should routinely review and improve their enterprise's firewall design and implementation.
Tag(s): supportworld, best practice, security management
Date Published August 24, 2022 - Last Updated January 20, 2023
Service portals are a fundamental part of IT service and support, and we should take care to think about the customer experience when designing these self-service tools.
Tag(s): supportworld, self-service tools, self-service
Date Published August 23, 2022 - Last Updated January 20, 2023
We must analyze human-caused errors without judgment to reveal what shortcomings in processes and automation created situations ripe for problems.
Tag(s): supportworld, best practice, human resources
Date Published August 22, 2022 - Last Updated January 20, 2023
A strategic and careful management of all your IT software and hardware assets can pay big dividends for your bottom line. Here is how to do it.
Tag(s): supportworld, best practice, business of support
Date Published August 15, 2022 - Last Updated January 20, 2023
Home offices have posed a security challenge for many enterprises, requiring IT professionals to rethink their overall network strategy and embrace a Zero Trust approach.
Tag(s): supportworld, best practice, business of support
Date Published August 15, 2022 - Last Updated January 20, 2023
To create the IT team you need, you must align your vision with your business’ values and think strategically in your hiring practices.
Tag(s): supportworld, culture, employee engagement
Date Published August 15, 2022 - Last Updated January 20, 2023
A handful of painless incentives can help minimize team turnover and production disruption. Here are some suggestions from industry leaders.
Tag(s): supportworld, best practice, business of support
Date Published August 9, 2022 - Last Updated January 20, 2023
We’ve asked thought leaders in the IT service and support industry to share their tips on what has worked for them in this new, dispersed work environment.
Tag(s): supportworld, employee engagement, remote support tools
Date Published August 8, 2022 - Last Updated January 20, 2023