IT teams have long been trying to economize energy consumption in data centers, but they still have a way to go to reduce their carbon footprints. Here are eight approaches that IT can use to further green initiatives, and reduce energy consumption and costs.
Tag(s): supportworld, culture, process-improvement, business of support, business value, infrastructure management, infrastructure change management
Date Published September 6, 2021 - Last Updated January 20, 2023
By not differentiating who needs what kind of access, you expose your organization to greater risk of identity theft and network instructions. Instead, consider using Identity Access Management solutions, which differentiates access based on what is needed.
Tag(s): supportworld, culture, training, process-improvement
Date Published September 1, 2021 - Last Updated January 20, 2023
Too often, IT-based companies have neglected the in-the-moment customer service that is required when things go wrong. That’s because those companies have failed to fully integrate data to allow IT service providers to have all the information at hand when a problem arises.
Tag(s): supportworld, culture, process-improvement, business alignment, business of support, customer experience
Date Published August 31, 2021 - Last Updated January 20, 2023
Executives have priorities that may conflict with agile practices and mindsets. They can play a critical role in empowering agile. But do they? Learn how the problematic personality traits of the C-suite, which can serve a company well, may hinder agile efforts.
Tag(s): supportworld, support industry, service quality, service strategy, agile
Date Published August 25, 2021 - Last Updated January 20, 2023
Metrics are not enough for understanding whether or not your IT service is meeting the needs of your client or organization. Here is a look at a way to get a complete picture of what needs are being met and what is missing from the services provided.
Tag(s): supportworld, support center, support industry, support models, service quality, service support, service strategy, service level agreement
Date Published August 24, 2021 - Last Updated January 20, 2023
An effective, streamlined ITSM-like process can benefit all aspects of your business or organization by creating trackable tickets and actionable timeframes. See how this method, called Enterprise Service Management, can be used in practice to benefit those outside of the IT department.
Tag(s): supportworld, service quality, service management, best practice, customer experience, ITSM
Date Published August 23, 2021 - Last Updated January 20, 2023
A ransomware attack can be deeply disruptive, if not devastating. Here are a few tips for how to lower your risks, and how to handle an attack should it happen. It’s much easier to handle an attack with a strategy already in place than with no plan at all.
Tag(s): supportworld, service quality, security management, best practice
Date Published August 18, 2021 - Last Updated January 20, 2023
Experience level agreements help measure what traditional metrics, like CSAT scores, might miss. The beauty of XLAs is they measure how well your IT service desk is meeting business and employee needs and outcomes, instead of just measuring what has been agreed upon for service.
Tag(s): supportworld, service quality, service management, best practice, metrics and measurements, methodology
Date Published August 17, 2021 - Last Updated January 20, 2023
Smart workforce management software has become incredibly popular during the pandemic to help businesses easily manage and generate work schedules. That’s because the AI-powered tools that power the software can churn through mountains of complex data to make informed decisions.
Tag(s): supportworld, service quality, service management, best practice, workforce enablement, capacity management, costs
Date Published August 16, 2021 - Last Updated January 20, 2023
As part of our profile series of members of the HDI Strategic Advisory Board, EasyVista Chief Revenue Officer Evan Carlson shares what has remained constant in the rapidly evolving world of IT service and support. Learn what has worked for him in his long and successful career.
Tag(s): supportworld, service quality, service management, best practice, teamwork, professional development, leadership
Date Published August 12, 2021 - Last Updated January 20, 2023