This primer seeks to help IT organizations evolve their service and support models to optimize the value of the cloud and mobility.
Tag(s): supportworld, service management, mobility, cloud, cloud computing
Date Published August 15, 2017 - Last Updated December 6, 2017
For some support organizations, the swarming model, with its emphasis on real-time handling of issues, can deliver faster and more effective response and resolution.
Tag(s): supportworld, ITSM, service management, support models
Date Published August 10, 2017 - Last Updated December 6, 2017
Troy DuMoulin was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Troy to be involved in the community.
Tag(s): supportworld, service management, ITSM, ITIL, lean, governance, community
Date Published August 1, 2017 - Last Updated December 6, 2017
There’s a term floating around the development world that the service desk can adopt. It’s called microservices.
Tag(s): supportworld, desktop support, technical support, service desk, service management
Date Published July 27, 2017 - Last Updated December 6, 2017
It’s time to examine the tiered support model and determine where and when an alternative model such as swarming makes sense.
Tag(s): supportworld, ITIL, ITSM, service management, service strategy, future of support
Date Published July 20, 2017 - Last Updated December 6, 2017
Brandon Caudle was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Brandon to be involved in the community.
Tag(s): supportworld, support center, service management, self-service, community
Date Published July 18, 2017 - Last Updated December 6, 2017
Surveys are a great tool for letting you know where you stand with your customers. But remember that customer satisfaction begins with service delivery.
Tag(s): supportworld, customer satisfaction, customer experience, customer-satisfaction-measurement, service delivery
Date Published July 13, 2017 - Last Updated December 6, 2017
Stephen Mann was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Stephen to be involved in the community.
Tag(s): supportworld, IT service management, ITSM, service management
Date Published July 11, 2017 - Last Updated December 6, 2017
Is ITIL still relevant amidst the rise of other frameworks and methodologies?
Tag(s): supportworld, ITIL, methodology, framework and methodologies, framework, service management
Date Published July 10, 2017 - Last Updated December 6, 2017
Having access to the organization’s ITSM tool on mobile devices is valuable for desktop support teams, who often encounter drive-by requests.
Tag(s): supportworld, service management, mobility, ITSM, IT service management, tools, support center
Date Published July 6, 2017 - Last Updated December 6, 2017