Marsh & McLennan tackled a growing service desk, software updates, language barriers, and integration from mergers and acquisitions to achieve team excellence.
Tag(s): supportworld, workforce enablement, technology, service management, support center, metrics and measurements, customer experience, desktop support, hdi conference
Date Published March 27, 2018 - Last Updated December 13, 2018
The Houston Independent School District overcame challenges with leadership turnover, hardware rollouts, knowledge management, and business systems to achieve team excellence.
Tag(s): supportworld, workforce enablement, workforce enablement, service management, technology, metrics and measurements, customer experience, customer service, desktop support, support center, hdi conference
Date Published March 26, 2018 - Last Updated December 13, 2018
Western Kentucky University’s IT division set out to implement KCS, despite previous knowledge management efforts ending in frustration.
Tag(s): supportworld, support center, knowledge management, knowledge-management-systems, KCS, KM
Date Published March 21, 2018 - Last Updated December 13, 2018
Rolling out KCS practices is the easy part; keeping a culture of knowledge sharing where employees want to participate is where things get tricky.
Tag(s): supportworld, support center, KCS, KM, knowledge management, workforce enablement, workforce enablement, culture
Date Published March 13, 2018 - Last Updated December 13, 2018
IT maturity is defined by the collective set of IT capabilities; it’s about what the IT department can do for the business.
Tag(s): supportworld, service management, maturity models
Date Published March 8, 2018 - Last Updated December 13, 2018
A good SLA provides mutual benefit to both the IT organization and the business it serves.
Tag(s): supportworld, service management, SLA, service level agreement, ITSM, business value
Date Published March 1, 2018 - Last Updated December 13, 2018
IT workflows need a well-thought-out process of categorization, prioritization, escalation, and alerting developed to meet the needs of the business.
Tag(s): supportworld, process management, ITSM, ITIL, service management
Date Published February 21, 2018 - Last Updated December 13, 2018
Step outside your comfort zone of stock reporting to ask and answer unique questions of your ITSM data. It will likely pay off huge dividends.
Tag(s): supportworld, metrics and measurements, ITSM, KPI
Date Published February 6, 2018 - Last Updated December 13, 2018
Workforce managers often fall into the trap of documenting and managing the skills needed for today’s operational needs, not projecting the skills needed for innovation.
Tag(s): supportworld, workforce enablement, workforce enablement, service management, ITSM, support center
Date Published February 1, 2018 - Last Updated December 13, 2018
Develop a strategic framework to show senior leaders how your initiative helps the organization achieve its mission, vision, and goals.
Tag(s): supportworld, service management, framework, framework and methodologies, business value, business alignment
Date Published January 30, 2018 - Last Updated December 13, 2018