In this episode of HDI’s SPOCcast podcast, Roy interviewed with Simone Jo Moore to discuss the human side of AI, the future of training, and the meaning of VUCA.
Tag(s): supportworld, service management, framework and methodologies, ITIL, ITSM, training
Date Published December 11, 2018 - Last Updated December 13, 2018
Do you allow for a ticket status that will stop the SLA clock? How do you manage this?
Tag(s): supportworld, service management, SLA, FAQ
Date Published December 6, 2018 - Last Updated February 13, 2019
We don’t really know what the next few years will bring in technological advances and disruption from AI and automation. But we need to be prepared for change.
Tag(s): supportworld, technology, technical support, automation
Date Published December 4, 2018 - Last Updated December 13, 2018
Help us identify the people who are shaping the future of technical support and service management. Choose the Top 25 Thought Leaders for 2018.
Tag(s): supportworld, technical support, workforce enablement, service management, support center, customer experience, desktop support, technology, metrics and measurements
Date Published November 30, 2018 - Last Updated December 13, 2018
You can create efficiencies in your service desk and increase employee productivity with smart technologies like AI, machine learning, and automations.
Tag(s): supportworld, service management, automation, tools, technical support, service desk technology
Date Published November 29, 2018 - Last Updated December 13, 2018
For this Metric of the Month, Jeff Rumburg looks at user self-service, the percentage of incidents that are resolved without the assistance of a live agent.
Tag(s): supportworld, metrics and measurements, service management, self-service
Date Published November 28, 2018 - Last Updated February 11, 2019
Roy Atkinson talks with Gregg Gregory to discuss teams, teambuilding, and leadership.
Tag(s): supportworld, workforce enablement, workforce enablement, team building, leadership
Date Published November 27, 2018 - Last Updated December 13, 2018
Automating code release along with early communication and planning help lower risk and reduce bureaucracy for change management.
Tag(s): supportworld, service management, change management, ITSM
Date Published November 20, 2018 - Last Updated December 13, 2018
Deliver a positive employee experience through a data-focused service desk.
Tag(s): supportworld, metrics and measurements, service management, tools
Date Published November 19, 2018 - Last Updated December 13, 2018
Data is important but is not enough on its own. Using your data to communicate can help you establish trust.
Tag(s): supportworld, metrics and measurements, ITSM, service management
Date Published November 15, 2018 - Last Updated December 13, 2018