If end users are the primary security concern, the solution is to integrate the service desk with cybersecurity efforts.
Tag(s): supportworld, security management, technology, service management, support center
Date Published January 26, 2018 - Last Updated December 13, 2018
Adopt these ITIL guiding principles for service management to increase value for your customers.
Tag(s): supportworld, service management, ITIL, ITSM, leadership
Date Published January 23, 2018 - Last Updated December 13, 2018
These thought leaders are practitioners and consultants in technical support and service management who share insights with the community.
Tag(s): supportworld, support center, workforce enablement, workforce enablement, technology, metrics and measurements, customer experience, customer service, desktop support, service management
Date Published January 19, 2018 - Last Updated January 23, 2019
Learn how knowledge management in the support center helps workforce managers satisfy the needs of the business and the customers they serve.
Tag(s): supportworld, service management, support center, knowledge management, KCS, workforce enablement, workforce enablement
Date Published January 11, 2018 - Last Updated December 13, 2018
Think about the challenges your service desk faces and find the roadblocks that prevent you from adding value to the business.
Tag(s): supportworld, service management, support center, ITSM, IT service management
Date Published January 5, 2018 - Last Updated December 13, 2018
Service management frameworks are guidelines that you can adapt to the needs of your organization.
Tag(s): supportworld, service management, ITIL, IT service management, framework and methodologies
Date Published December 20, 2017 - Last Updated December 15, 2017
After a major software outage, one IT organization developed a major incident management process. Learn how they improved response time, incident handling, and communication.
Tag(s): supportworld, ITSM, service management, incident management
Date Published December 14, 2017 - Last Updated April 19, 2019
Who has made an impact on the technical support industry? Help us put together the list of HDI’s Top 25 Thought Leaders in Technical Support and Service Management.
Tag(s): supportworld, support center, workforce enablement, technology, service management, desktop support, customer experience, metrics and measurements
Date Published December 7, 2017 - Last Updated December 12, 2017
Julie Mohr was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Julie to be involved in the community.
Tag(s): supportworld, support center, service management, knowledge management, customer experience
Date Published November 30, 2017 - Last Updated December 6, 2017
At recent speed-circuit discussion, attendees shared tips and strategies around self-service and paved the way for further conversations.
Tag(s): supportworld, self-service, support center, service management
Date Published November 28, 2017 - Last Updated December 6, 2017