IT processes can be implemented without customizations and be successful. But the level of success decreases proportionately to the size of a service desk.
Tag(s): supportworld, service management, support center, ITIL, ITSM, devops
Date Published August 9, 2019 - Last Updated December 17, 2019
Service and support organizations face many complexities and challenges. The challenge is to find the time to dig in to the data and address what’s going on and why.
Tag(s): supportworld, metrics and measurements, service management, business value
Date Published August 8, 2019 - Last Updated August 8, 2019
By relying too heavily on tools, we as service desk leaders have diverted our attention to solving the symptom and ignoring the problem.
Tag(s): supportworld, support center, technology, tools, service management
Date Published August 7, 2019 - Last Updated December 17, 2019
Roy Atkinson interviewed David Cannon about strategy, including what it is, why it’s important, and some errors organizations make when building a strategy.
Tag(s): supportworld, service management, ITSM, podcast, ITIL
Date Published August 6, 2019 - Last Updated December 17, 2019
Having a customer satisfaction survey doesn’t mean you have insight into what frustrates your customers.
Tag(s): supportworld, customer experience, customer satisfaction, customer-satisfaction-measurement
Date Published August 1, 2019 - Last Updated February 4, 2020
Jeff Rumburg shares a case study that calculates the ROI for a particular support organization.
Tag(s): supportworld, metrics and measurements, business value, ROI
Date Published July 31, 2019 - Last Updated December 17, 2019
If you want it to remain relevant, your business must become digital. This means that understanding which technologies align with your strategy is critical.
Tag(s): supportworld, technology, service management, support center
Date Published July 30, 2019 - Last Updated December 17, 2019
On the service desk, you can take deliberate steps to get your team focused on the mission and passionate about the business.
Tag(s): workforce enablement, supportworld, support center, teamwork, team building, leadership
Date Published July 25, 2019 - Last Updated December 17, 2019
The goal of change management is to control risk and minimize disruption to associated IT services and business operations. The implementation can be challenging. But it can be done.
Tag(s): supportworld, service management, ITSM, change management
Date Published July 24, 2019 - Last Updated December 17, 2019
Getting a good knowledge management program running and maintaining its momentum requires commitment, investment, learning, and sustained effort.
Tag(s): supportworld, service management, knowledge management, KM, KCS, customer experience
Date Published July 23, 2019 - Last Updated December 17, 2019