Today’s service management tools make it easy to publish dashboards showing the current state of IT service and support. But the tendency is to overdo things a bit…
Tag(s): supportworld, metrics and measurements, dashboards, business value, business alignment
Date Published December 19, 2017 - Last Updated December 18, 2017
After a major software outage, one IT organization developed a major incident management process. Learn how they improved response time, incident handling, and communication.
Tag(s): supportworld, ITSM, service management, incident management
Date Published December 14, 2017 - Last Updated April 19, 2019
It’s time to look to the year ahead and decide where to invest in training for your service and support team.
Tag(s): supportworld, training, support center, workforce enablement
Date Published December 12, 2017 - Last Updated December 8, 2017
Who has made an impact on the technical support industry? Help us put together the list of HDI’s Top 25 Thought Leaders in Technical Support and Service Management.
Tag(s): supportworld, support center, workforce enablement, technology, service management, desktop support, customer experience, metrics and measurements
Date Published December 7, 2017 - Last Updated December 12, 2017
Have you experienced a well-run service desk team being thrown into chaos after an organizational change? Follow these 4 steps to rebuild trust and teamwork.
Tag(s): supportworld, support center, service desk, workforce enablement, workforce enablement, teamwork, team building
Date Published December 6, 2017 - Last Updated December 6, 2017
Chat as a support channel is gaining in popularity. But chat is not perfect for every type of interaction. You must identify the ideal issue types before implementation.
Tag(s): supportworld, support channels, support center, chat
Date Published December 5, 2017 - Last Updated December 6, 2017
Julie Mohr was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Julie to be involved in the community.
Tag(s): supportworld, support center, service management, knowledge management, customer experience
Date Published November 30, 2017 - Last Updated December 6, 2017
At recent speed-circuit discussion, attendees shared tips and strategies around self-service and paved the way for further conversations.
Tag(s): supportworld, self-service, support center, service management
Date Published November 28, 2017 - Last Updated December 6, 2017
If led, managed, and resourced properly, organizational change management has the power to increase adoption rates and improve utilization of new technology.
Tag(s): supportworld, people, organizational change management, service management, change management, technology
Date Published November 22, 2017 - Last Updated August 9, 2018
First level resolution (FLR) is a measure of a service desk’s ability to resolve tickets at Level 1, without having to escalate the ticket to Level 2 or Level 3.
Tag(s): supportworld, metrics and measurements, first call resolution
Date Published November 16, 2017 - Last Updated December 6, 2017