In this white paper, the different paths to ITIL Expert are discussed, looking at both the lifecycle and capability paths, the target audience for each path, typical roles and responsibilities, and the reasons why you might want to choose the capability or lifecycle path. The benefits of the...
Tag(s): white paper, framework, ITIL, training, process, framework and methodologies, best practice
Date Published April 29, 2015 - Last Updated April 29, 2015
No matter how great the IT department is doing behind the scenes, it’s the frontline service desk that everyone sees. Since the service desk is the face of the IT department to the company, that face should have a smile on it, be familiar and helpful, address issues quickly, and keep everyone...
Tag(s): service desk, support center, desktop support, business value, outsourcing, supportworld
Date Published April 23, 2015 - Last Updated May 11, 2016
The mere availability of a technology doesn’t mean it will be successful in the future; there are many other factors at play (societal, political, organizational), and most of these technologies will have no impact on customers or technical support. But some will, and, in fact, already are. In...
Tag(s): future of support, technology, technical support, supportworld
Date Published April 23, 2015 - Last Updated February 26, 2016
The time has arrived—some might say it's long overdue—for the operations organization to get agile, and the service management function must transition to implement and support processes that enable a rapid rate and pace of change.
Tag(s): change management, service management
Date Published March 31, 2015 - Last Updated May 11, 2016
What is K-Flow, and how can it be used to promote and drive continuous improvement in the support organization?
Tag(s): KCS, best practice, KM, knowledge management, process, practices and processes, supportworld
Date Published March 4, 2015 - Last Updated June 27, 2016
KCS is by far the best methodology for support centers, but in the journey to drive organizations to it, there are numerous challenges.
Tag(s): KCS, best practice, technology, supportworld
Date Published February 18, 2015 - Last Updated June 27, 2016
The pace of change is dizzying and the consumerization of IT is forcing profound changes in how organizations deliver IT services.
Tag(s): self-service, best practice, business of support, supportworld
Date Published January 16, 2015 - Last Updated May 11, 2016
Before choosing a new service management tool, you need to know what your service management needs are and also what the expectations of your business are.
Tag(s): best practice, change management, supportworld
Date Published January 1, 2015 - Last Updated May 11, 2016
This infographic shares five ways to impress your customers in technical support. From knowing which inbound contact channels are most utilized to staying on top of how customers feel about the support they receive, this graphic is chock full of statistics about the industry based on HDI's research.
Tag(s): business of support, supportworld, infographic, customer service, customer experience, customer satisfaction
Date Published December 12, 2014 - Last Updated March 10, 2021
Here's everything we have on the topic of service management.
Tag(s): service management, KCS, KM, knowledge management, knowledge-management-systems, ITIL, best practice, problem management, continual service improvement, change management, service catalog, IT service management, ITSM, asset management, capacity management, configuration management, continuity management, framework, framework and methodologies, infrastructure change management, infrastructure management, organizational change management, process management, project management, release management, risk management, security management, service continuity management, service delivery, service strategy, service transition, service quality, service support
Date Published November 17, 2014 - Last Updated July 21, 2023