A primer for how to assemble the team that will guide your business through disasters.
Tag(s): supportworld, service management, business continuity, business continuity planning, disaster recovery, coronavirus
Date Published March 24, 2020 - Last Updated September 2, 2020
It’s time for us to raise the bar for customer experience in IT service and support. Here are the new rules for ITSM in 2020.
Tag(s): supportworld, customer experience, technology, ITSM, service management, coronavirus
Date Published March 19, 2020 - Last Updated September 2, 2020
Learn why a leadership and organizational perspective must be the focus to move the conversation from technology to value.
Tag(s): supportworld, service management, leadership, technology
Date Published March 18, 2020 - Last Updated September 2, 2020
Consider these five ways to integrate cell phones with your service management tool to provide an enhanced employee experience.
Tag(s): supportworld, workforce enablement, ITSM, customer experience, mobile device support
Date Published March 12, 2020 - Last Updated September 2, 2020
What is preventing us from providing top-tier support and customer experience beyond the service desk?
Tag(s): supportworld, service management, ITSM, business value
Date Published March 10, 2020 - Last Updated September 2, 2020
ITSM is not just about workflows and escalations and tickets and knowledge articles, but how the use of technology enables business value and outcomes.
Tag(s): supportworld, service management, practices and processes, ITSM, business value
Date Published March 3, 2020 - Last Updated September 2, 2020
Roy Atkinson interviewed Charles Araujo about the meaning of digital transformation.
Tag(s): supportworld, technology, service management, business value
Date Published February 27, 2020 - Last Updated September 2, 2020
The best way to build a conversation is to capture and use real support conversations to program your bot.
Tag(s): supportworld, automation, service management, customer experience
Date Published February 26, 2020 - Last Updated September 2, 2020
Pierre Bernard explores how the knowledge management practice interacts with the other ITSM practices based on ITIL 4.
Tag(s): supportworld, service management, ITIL, knowledge management, practices and processes, ITSM
Date Published February 25, 2020 - Last Updated September 2, 2020
Staying active in the ITSM community can help you build a network of valuable resources to continue your own growth and add value to your organization.
Tag(s): supportworld, service management, workforce enablement, technology, support center, metrics and measurements, desktop support, customer experience
Date Published February 19, 2020 - Last Updated September 2, 2020