An Agile approach to continual service improvement can help organizations improve incrementally, while achieving long-term, strategic transformation.
Tag(s): supportworld, service management, continual service improvement
Date Published November 22, 2019 - Last Updated December 17, 2019
Help us identify those people who are shaping the future of technical support and service management.
Tag(s): supportworld, workforce enablement, support center, service management, people, leadership, metrics and measurements, customer experience, desktop support
Date Published November 19, 2019 - Last Updated December 17, 2019
Roy Atkinson talks with Julie Mohr about disruption, building a chatbot, and the need for knowledge management.
Tag(s): supportworld, service management, knowledge management, technology, customer experience
Date Published November 14, 2019 - Last Updated December 17, 2019
There is no one right way to create a categorization scheme, but there are ways to make the process work for your organization.
Tag(s): supportworld, service management, incident management, process
Date Published November 5, 2019 - Last Updated February 16, 2024
How one service desk built a knowledge management strategy with the resources and tools they already had.
Tag(s): supportworld, knowledge management, knowledge-management-systems, KCS, service management, support center, service desk
Date Published October 30, 2019 - Last Updated December 17, 2019
The combination of AI and automation can replace or improve upon existing manual processes and also add intelligence to IT management tasks.
Tag(s): supportworld, automation, service management, support center, technology
Date Published October 28, 2019 - Last Updated December 17, 2019
With the right strategy, asset management, governance, and IT security can complement and support each other.
Tag(s): supportworld, service management, asset management, security management, governance
Date Published October 22, 2019 - Last Updated December 17, 2019
Roy Atkinson talks with Barclay Rae about the evolving role of IT, digital transformation, and related topics.
Tag(s): supportworld, podcast, service management, business value, technology
Date Published October 17, 2019 - Last Updated December 17, 2019
The customer experience will gain a lot from a choreographed dance routine between ITSM and DevOps.
Tag(s): supportworld, customer experience, devops, ITSM, service management
Date Published October 15, 2019 - Last Updated December 17, 2019
When changing your ITSM tool, the way the change is handled greatly determines the speed of adoption and the overall success of the transition.
Tag(s): supportworld, service management, ITSM, tools, workforce enablement, workforce enablement
Date Published October 10, 2019 - Last Updated December 17, 2019