One of the easiest tools to assist in continuous process improvement is the process control chart. It can help track when things go outside the norm, and help you diagnose problems in your service management. Here is a quick overview.
Tag(s): supportworld, business continuity, best practice, change management, incident management
Date Published April 20, 2021 - Last Updated July 26, 2021
Every change initiative may die a silent death unless it is clearly documented and the process solves the problems your workforce faces. Here is a look at the value of clearly documenting processes, and then checking to make sure that what is written is what is being done.
Tag(s): supportworld, business of support, business alignment, IT service management, IT-business alignment
Date Published April 14, 2021 - Last Updated July 26, 2021
The best way to retain customer loyalty is to avoid complications in the customer experience. Here is a suggestion for a hands-on approach for troubleshooting potential issues that customers may have experienced, with examples of how this approach has been implemented.
Tag(s): supportworld, costs, ITSM, IT service management, business intelligence, business of support, cost models, customer service
Date Published April 6, 2021 - Last Updated December 16, 2021
Too often sales and service were siloed from each other, but that should change, says one analyst. Ivan Moore argues that we need to adapt to be more agile, and train service teams to help cross-sell after fulfilling a customer service request.
Tag(s): supportworld, costs, ITSM, IT service management, business intelligence, business of support, cost models, customer service
Date Published April 5, 2021 - Last Updated July 26, 2021
Cybercriminals are targeting small- and mid-sized businesses more often than in the past. Don’t get caught flat-footed - scope out your vulnerabilities and decide on a plan of action before trouble hits to protect your bottom line and your business’ reputation.
Tag(s): supportworld, technical support, swot analysis, shadow-it, service strategy, security management, root cause analysis, problem solving and troubleshooting
Date Published March 31, 2021 - Last Updated July 26, 2021
AITSM is a confusing name for a confusing subject, but it’s a way of thinking of which service desks can be automated and which require a human touch. A systemic approach to implementing AI can help improve the customer experience, and make your team more efficient.
Tag(s): supportworld, technical support, technology, cost per ticket, costs, ITSM, IT service management
Date Published March 29, 2021 - Last Updated December 16, 2021
Change is hard, but it is harder when there isn’t a clear understanding of what change you are wanting and what risk you are willing to accept. Here is an approach toward streamlining the risk assessment of proposed changes to bring about better results.
Tag(s): supportworld, collaboration, business intelligence, change management, configuration management
Date Published March 23, 2021 - Last Updated July 26, 2021
Leadership requires looking in the mirror and evaluating what you’re doing well and what you need to improve. In this article, we take a look through the tough questions leaders need to ask, and why sometimes we fail to ask them.
Tag(s): supportworld, service quality, service desk, service management, change management, practices
Date Published March 10, 2021 - Last Updated February 11, 2021
An argument for why many customer satisfaction metrics can be boiled down to just three metrics that measure the efficiency of your process when it comes to tickets. Manuel Palachuk unpacks the concept of Agile, quite literally, with a real-world example of moving apartments.
Tag(s): supportworld, agile, business of support, capacity management, cost per ticket
Date Published March 3, 2021 - Last Updated December 16, 2021
The cost of a security breach can be astronomical, and yet few businesses invest enough to prevent such breaches from happening. Here is a look as to why that is, and the steps needed to create a plan to secure your network and your customers’ personal identifying information.
Tag(s): supportworld, automation, compliance, help desk software, process, problem solving and troubleshooting, security management
Date Published March 2, 2021 - Last Updated March 12, 2021