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
Roy Atkinson and Jim Bolton discuss how problem management can help businesses and organizations find causes for and permanently fix what’s going wrong in the IT realm.
Tag(s): supportworld, problem management, ITSM, IT service management, service management, podcast
Date Published October 23, 2018 - Last Updated September 30, 2020
Responsive design, self-help, and AI are three technologies you can implement to achieve a people-centric self-service environment that customers want to use.
Tag(s): supportworld, service management, ITSM, IT service management, self-service, automation
Date Published October 18, 2018 - Last Updated December 13, 2018
Implementing a new ticketing system involves not just changing a system, but also the people and processes connected to that system.
Tag(s): supportworld, service management, ITSM, change management, tools
Date Published October 17, 2018 - Last Updated December 13, 2018
Roy Atkinson interviewed Greg Sanker to discuss the current state of service management and how change management can serve business.
Tag(s): supportworld, service management, ITSM, change management
Date Published October 10, 2018 - Last Updated December 13, 2018
HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Tag(s): supportworld, support center, technology, workforce enablement, customer experience, desktop support, service management, metrics and measurements
Date Published October 4, 2018 - Last Updated December 13, 2018
Roy Atkinson interviewed Aprill Allen to discuss the urgent need for knowledge management, the efficacy of tools in the space, and more.
Tag(s): supportworld, knowledge management, automation, support center
Date Published September 27, 2018 - Last Updated December 13, 2018
Rather than providing an exceptional customer experience, focus your service management efforts on giving the customer what they really want.
Tag(s): supportworld, customer experience, customer satisfaction, service management, technical support, metrics and measurements
Date Published September 19, 2018 - Last Updated December 13, 2018