New security challenges emerge as more organizations launch or expand their multi-cloud strategies as part of their digital transformation initiatives. How do you realize the benefits of a multi-cloud environment while staying safe at a reasonable cost?
Tag(s): supportworld, service quality, service management, best practice, cloud computing, cloud
Date Published September 20, 2021 - Last Updated January 20, 2023
Too often, the system of IT service and support is geared toward maintaining the bare minimum of service. Here is an argument for why that isn’t enough, and a couple of concrete suggestions for how to change the culture to allow for better feedback and more risk-taking.
Tag(s): supportworld, service quality, service management, best practice
Date Published September 15, 2021 - Last Updated January 20, 2023
We ask a few questions of Liz Beavers, Head Geek at SolarWinds. She serves as a member of HDI’s 2021 Strategic Advisory Board. She says that those who are willing to step out of the box and work across projects and departments will have the most success in this industry.
Tag(s): supportworld, service quality, service management, best practice
Date Published September 14, 2021 - Last Updated January 20, 2023
The days of only having to defend a centralized computer system from attack are long over, and IT specialists must adapt. A unified, self-healing security ecosystem that spans across devices, users, and applications can minimize gaps and provide timely and coordinated preventions across the...
Tag(s): supportworld, service quality, service management, best practice, security management
Date Published September 13, 2021 - Last Updated January 20, 2023
There is a temptation to stuff too much information into slide presentations and other training material. Resist it. Keep focused on the training’s objective and what frontline workers absolutely need to know, and make sure the material is accessible to all.
Tag(s): supportworld, service quality, service management, best practice, training
Date Published September 9, 2021 - Last Updated January 20, 2023
It may be difficult to get your organization to throw out waterfall practices and embrace Agile, but that doesn’t mean you have to abandon Agile. Instead, focus on how you can integrate Agile into the existing framework of problem-solving and prove its worth over time.
Tag(s): supportworld, service quality, service management, best practice, agile, support industry, service desk
Date Published September 7, 2021 - Last Updated January 20, 2023
There is more sensitive data being generated than ever before, and that data is being accessed in many unsecure locations now that our workforces have been dispersed. Here are a few tips for preventing data leakage from a cybersecurity expert.
Tag(s): supportworld, service quality, service management, best practice, security management
Date Published September 6, 2021 - Last Updated January 20, 2023
IT teams have long been trying to economize energy consumption in data centers, but they still have a way to go to reduce their carbon footprints. Here are eight approaches that IT can use to further green initiatives, and reduce energy consumption and costs.
Tag(s): supportworld, culture, process-improvement, business of support, business value, infrastructure management, infrastructure change management
Date Published September 6, 2021 - Last Updated January 20, 2023
Executives have priorities that may conflict with agile practices and mindsets. They can play a critical role in empowering agile. But do they? Learn how the problematic personality traits of the C-suite, which can serve a company well, may hinder agile efforts.
Tag(s): supportworld, support industry, service quality, service strategy, agile
Date Published August 25, 2021 - Last Updated January 20, 2023
Metrics are not enough for understanding whether or not your IT service is meeting the needs of your client or organization. Here is a look at a way to get a complete picture of what needs are being met and what is missing from the services provided.
Tag(s): supportworld, support center, support industry, support models, service quality, service support, service strategy, service level agreement
Date Published August 24, 2021 - Last Updated January 20, 2023