Learn how home-based work can contribute to a long-term business continuity strategy for service and support organizations.
Tag(s): supportworld, service management, business continuity, disaster recovery, service desk, support center
Date Published July 8, 2020 - Last Updated December 10, 2020
The service desk as the single point of contact helps enable a stronger shift-left strategy and the delivery of consistent and high-quality customer service.
Tag(s): supportworld, service management, support center, service desk, customer experience, customer service, single point of contact
Date Published July 7, 2020 - Last Updated December 10, 2020
Doug Tedder explores why problem management is so important and presents problem analysis techniques.
Tag(s): supportworld, service management, problem management, ITIL, ITSM
Date Published July 1, 2020 - Last Updated December 10, 2020
The industry has rediscovered that technology is not an end unto itself, but that its function is to serve and support people.
Tag(s): supportworld, service management, ITSM, technology, framework and methodologies
Date Published June 30, 2020 - Last Updated December 10, 2020
When you implement shift left, you create opportunities for your customers to use a tier of support that minimizes their efforts, your efforts, and costs.
Tag(s): supportworld, service management, service desk, support center, metrics and measurements, costs
Date Published June 26, 2020 - Last Updated December 10, 2020
Roy Atkinson interviewed David Moskowitz for his thoughts on the definition of systems thinking and why it’s important in IT.
Tag(s): supportworld, service management, ITSM, podcast
Date Published June 25, 2020 - Last Updated December 10, 2020
Poor ticket quality, which can increase the mean time to resolve and negatively impact customer satisfaction, should be measured at all levels of support.
Tag(s): supportworld, metrics and measurements, customer satisfaction, ITIL
Date Published June 23, 2020 - Last Updated December 10, 2020
The most effective method of creating or analyzing a business process is to visually interpret the steps using a business process diagram, flowchart, or workflow.
Tag(s): supportworld, service management, process
Date Published June 18, 2020 - Last Updated December 10, 2020
Become an A11y through ITSM by making your systems, customer portals, websites, publications, and more accessible.
Tag(s): supportworld, service management, customer experience, tools
Date Published June 11, 2020 - Last Updated December 10, 2020
For a successful service catalog implementation, you’ll need to agree on the definition of service and understand your customers’ needs.
Tag(s): supportworld, service management, service catalog, customer experience
Date Published June 10, 2020 - Last Updated December 10, 2020