Higher education is among the most dynamic...
Tag(s): webinars, supportworld, business value, IT service management, ITSM, infrastructure management
Date Published December 2, 2021 - Last Updated January 6, 2023
Tag(s): webinars, supportworld, change management, continual service improvement, IT service management, ITSM, service management, technology
Date Published December 2, 2021 - Last Updated January 6, 2023
A lifelong quest to find the universal values all humans seek out leads an IT manager to understand the importance of taking the hard stances to best support a team or a company. Here’s why he thinks courage might be the most important trait in this industry.
Tag(s): supportworld, culture, change management
Date Published November 22, 2021 - Last Updated January 20, 2023
Authentication is necessary, but it shouldn’t come at the cost of the customer experience, and too often customers rebel at being questioned. Automated authentication tools may be the rare instance when tech can help avoid a pitfall in interactions with customers.
Tag(s): supportworld, service quality, service management, best practice, security management
Date Published November 19, 2021 - Last Updated January 20, 2023
Change is hard, especially when human nature creates some very predictable and unreasonable workarounds to a perfectly good change management process. In part two of this series, here are five more pitfalls to change management, and how to do your best to avoid them.
Tag(s): supportworld, culture, change management
Date Published November 18, 2021 - Last Updated January 20, 2023
Change management is a wonderful process...until it isn’t. Here, an IT service and support pro who is well versed in this process describes a few things that go wrong, and provides tips for how to avoid these common pitfalls.
Tag(s): supportworld, culture, change management
Date Published November 18, 2021 - Last Updated January 20, 2023
In a passage from her book, “Trust Me - Restore Belief & Confidence in an Uncertain World”, Lea Brovedani demonstrates how managers think trust in their leadership is higher than it often is, and why that’s important to fix.
Tag(s): supportworld, culture, best practice, practices and processes
Date Published November 9, 2021 - Last Updated January 20, 2023
Automation is only a benefit when it is implemented correctly and for the right reasons. If done poorly, it can even create more work for your team. Here, we walk you through a step-by-step process on how to determine what to automate and how best to do it.
Tag(s): supportworld, service quality, service management, best practice, automation, ROI
Date Published November 3, 2021 - Last Updated December 16, 2021
Moving operations into the cloud doesn't have to be a floating nightmare, but it isn’t a cure-all for organizational shortcomings, either. Here we list five common migration mistakes. If you can avoid them, it can go a long way to ensuring a smooth and fast transition.
Tag(s): supportworld, service quality, service management, best practice, cloud, cloud computing
Date Published October 28, 2021 - Last Updated January 20, 2023
Strategic thinking is not only a requirement for achieving senior level positions, but also a required skill in creating your service strategy. It’s the process of learning from your experiences on what works and what doesn’t work that makes us a better strategic service leader. Here’s how.
Tag(s): supportworld, service quality, service management, best practice
Date Published October 27, 2021 - Last Updated January 20, 2023