For this Metric of the Month, Jeff Rumburg looks at user self-service, the percentage of incidents that are resolved without the assistance of a live agent.
Tag(s): supportworld, metrics and measurements, service management, self-service
Date Published November 28, 2018 - Last Updated February 11, 2019
Automating code release along with early communication and planning help lower risk and reduce bureaucracy for change management.
Tag(s): supportworld, service management, change management, ITSM
Date Published November 20, 2018 - Last Updated December 13, 2018
Deliver a positive employee experience through a data-focused service desk.
Tag(s): supportworld, metrics and measurements, service management, tools
Date Published November 19, 2018 - Last Updated December 13, 2018
Data is important but is not enough on its own. Using your data to communicate can help you establish trust.
Tag(s): supportworld, metrics and measurements, ITSM, service management
Date Published November 15, 2018 - Last Updated December 13, 2018
Roy Atkinson talks with Patti Blackstaffe to learn what people strategy means and why it matters to IT success.
Tag(s): supportworld, workforce enablement, service management, change management, ITSM
Date Published November 6, 2018 - Last Updated December 13, 2018
Cost reduction, increased end-user satisfaction, and digital transformation are some of the benefits of a shift-left approach for your service desk.
Tag(s): supportworld, service management, ITSM, service desk, self-service, sponsored, support center
Date Published November 5, 2018 - Last Updated December 13, 2018
The HDI team would like to honor the memory of our Service Management World 2018 keynote speaker, Tom Kadlec, who passed away on October 24, 2018.
Tag(s): supportworld, support center, service management, customer experience, desktop support, metrics and measurements, workforce enablement, technology
Date Published November 1, 2018 - Last Updated December 13, 2018
Everyone in the organization should be involved in preventing cyberattacks, including service desk staff.
Tag(s): supportworld, support center, service desk, security management
Date Published October 30, 2018 - Last Updated December 13, 2018
Learn how to integrate troubleshooting and knowledge into your self-service portal to transform your customers’ experience with incident management.
Tag(s): supportworld, ITSM, service management, self-service, incident management, customer experience
Date Published October 25, 2018 - Last Updated December 13, 2018
Learn how PowerSchool’s service desk developed a service catalog, standardized processes, and established SLAs to deliver quality service and restore their reputation.
Tag(s): supportworld, service management, ITSM, IT Service Management - ITSM, Ticket Management, customer experience, case study
Date Published October 24, 2018 - Last Updated December 13, 2018