Join an IT process manager on his journey to improve customer service and satisfaction, quality and accessibility of service delivery, teamwork, and communication.
Tag(s): supportworld, service management, ITSM, ITIL, continual service improvement, COBIT, ISO20000
Date Published August 22, 2019 - Last Updated December 17, 2019
Understanding, focusing on, and improving value is the most important thing any service and support organization can do.
Tag(s): supportworld, business value, service management, ITIL, ITSM
Date Published August 21, 2019 - Last Updated December 17, 2019
Knowledge management for the purpose of team building can help a leader build better relationships with their teams.
Tag(s): supportworld, team building, leadership, knowledge management, workforce enablement, workforce enablement
Date Published August 20, 2019 - Last Updated December 17, 2019
Learn how an IT organization centralized the fulfillment process to improve efficiency, create a better customer experience, and save money.
Tag(s): supportworld, service management, customer experience, asset management
Date Published August 13, 2019 - Last Updated December 17, 2019
IT processes can be implemented without customizations and be successful. But the level of success decreases proportionately to the size of a service desk.
Tag(s): supportworld, service management, support center, ITIL, ITSM, devops
Date Published August 9, 2019 - Last Updated December 17, 2019
Service and support organizations face many complexities and challenges. The challenge is to find the time to dig in to the data and address what’s going on and why.
Tag(s): supportworld, metrics and measurements, service management, business value
Date Published August 8, 2019 - Last Updated August 8, 2019
By relying too heavily on tools, we as service desk leaders have diverted our attention to solving the symptom and ignoring the problem.
Tag(s): supportworld, support center, technology, tools, service management
Date Published August 7, 2019 - Last Updated December 17, 2019
Roy Atkinson interviewed David Cannon about strategy, including what it is, why it’s important, and some errors organizations make when building a strategy.
Tag(s): supportworld, service management, ITSM, podcast, ITIL
Date Published August 6, 2019 - Last Updated December 17, 2019
If you want it to remain relevant, your business must become digital. This means that understanding which technologies align with your strategy is critical.
Tag(s): supportworld, technology, service management, support center
Date Published July 30, 2019 - Last Updated December 17, 2019
The goal of change management is to control risk and minimize disruption to associated IT services and business operations. The implementation can be challenging. But it can be done.
Tag(s): supportworld, service management, ITSM, change management
Date Published July 24, 2019 - Last Updated December 17, 2019