Follow these five steps to help your service desk team gain the skills and knowledge to resolve customer issues.
Tag(s): supportworld, support center, service desk, quality assurance
Date Published September 5, 2018 - Last Updated December 13, 2018
A well-functioning support center does more than just respond to contacts and close tickets. But, to show the value, you must provide business-relevant measures.
Tag(s): support center, supportworld, metrics and measurements, business value
Date Published September 4, 2018 - Last Updated December 13, 2018
An effective categorization scheme can reduce costs and improve performance and customer satisfaction.
Tag(s): supportworld, service management, ITIL, ITSM
Date Published August 31, 2018 - Last Updated December 13, 2018
While enterprise service management—the use of ITSM principles, best practice, and technology outside of IT—has been around a while, its time is very much now.
Tag(s): supportworld, service management, ITSM
Date Published August 23, 2018 - Last Updated December 13, 2018
Process documentation and adoption is often performed in a painstakingly difficult and time-consuming manner. Journey mapping can help simplify the process.
Tag(s): supportworld, service management, ITSM, process
Date Published August 22, 2018 - Last Updated December 13, 2018
Focus on these five key areas to help you fulfill your support center’s vision.
Tag(s): supportworld, support center, leadership, business alignment
Date Published August 16, 2018 - Last Updated December 13, 2018
Learn how this support organization defined their purpose, leveraged teamwork, focused on the customer, and set goals to become a valued service provider.
Tag(s): supportworld, service management, customer experience, process-improvement, business value, case study
Date Published August 14, 2018 - Last Updated December 13, 2018
Agent turnover can be costly and have a negative effect on service desk performance. Learn why.
Tag(s): workforce enablement, supportworld, metrics and measurements, customer satisfaction
Date Published August 9, 2018 - Last Updated December 13, 2018
There is still heated debate about which is better, or more relevant, or more modern: DevOps or ITSM.
Tag(s): supportworld, service management, ITSM, devops
Date Published August 8, 2018 - Last Updated December 13, 2018
Learn how a scorecard-based service management roadmap can help you measure and then manage your continuous service improvement (CSI) activities.
Tag(s): supportworld, metrics and measurements, service management, continual service improvement, balanced scorecard
Date Published August 7, 2018 - Last Updated December 13, 2018