Borrowing from Lean principles, you can give your ITSM processes and technologies a routine dusting and set your service desk up for success.
Tag(s): supportworld, service management, ITSM, lean
Date Published July 16, 2019 - Last Updated December 17, 2019
Learn how to make IT fun again with gamification.
Tag(s): supportworld, service management, ITSM, gamification, workforce enablement
Date Published July 10, 2019 - Last Updated December 17, 2019
The seven guiding principles of ITIL 4 take the focus off process and place it squarely on value.
Tag(s): supportworld, service management, ITSM, ITIL, business value
Date Published July 9, 2019 - Last Updated December 17, 2019
Are you suffering with an ITIL adoption that has fallen short? DevOps thinking can help, but that doesn’t mean that you must scrap what you’re doing with ITIL.
Tag(s): supportworld, service management, ITSM, ITIL, devops
Date Published July 2, 2019 - Last Updated December 17, 2019
David Cannon takes a practical look at changes organizations need to make to create strategies that are relevant and achievable.
Tag(s): service management, ITSM, ITIL, supportworld
Date Published June 19, 2019 - Last Updated December 17, 2019
Beware of comments and assumptions that can lead to service delivery that is simply adequate rather than exceptional.
Tag(s): supportworld, workforce enablement, workforce enablement, support center, service management, customer experience, customer service
Date Published June 11, 2019 - Last Updated December 17, 2019
Keeping remote teams engaged was a challenge before the pandemic. Here we are, one year later – with limited to no in-person team interaction – and finding ways to support impactful team interactions and understand skill and knowledge gaps can be challenging and...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 22, 2021
While much has changed this year for support centers—which consist of service desks, help desks, and desktop support—we must also remember that a lot has changed for the customers we serve, as well. They may lack the proximity of colleagues to answer simple...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 22, 2021
While it’s still early days for artificial intelligence (AI), it’s clear that AI means business. In a June 2020 study conducted by Omdia, researchers found that more than 50% of respondents had deployed or were planning to deploy AI in five of seven business...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 22, 2021
Massive tech shifts are taking place in education, public services and healthcare. Billions of dollars are being spent on smart cities initiatives, learning environments, virtual programs, and healthcare settings. As a consequence, IT leaders are looking for new ways to address...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 24, 2021