Many people enter the work force lacking the basic fundamentals required to effectively troubleshoot and diagnose problems. They need to be taught how.
Tag(s): supportworld, workforce enablement, support center, service management, problem solving and troubleshooting
Date Published February 23, 2017 - Last Updated December 6, 2017
Knowledge management can be a tough sell. Managers wonder whether it’s worth the time and effort. Analysts worry they can easily be replaced if they document their knowledge.
Tag(s): supportworld, knowledge management, KCS, KM, support center, service management
Date Published February 21, 2017 - Last Updated April 19, 2019
Demonstrating the value of IT for the business is more important than ever. Follow these 5 IT governance steps for value delivery.
Tag(s): supportworld, governance, business value, ITSM, project management
Date Published February 14, 2017 - Last Updated December 6, 2017
Change is the only constant, especially if you’re in the world of technical support. Teams move and change, processes need to be changed, and technology and tools change.
Tag(s): supportworld, support operations, support center, technology, problem management, knowledge management, metrics and measurements, hdichat
Date Published February 13, 2017 - Last Updated December 6, 2017
An operational level agreement (OLA) is an agreement between the IT service provider and customers that defines expectations for achieving SLAs.
Tag(s): operational level agreement - OLA, OLA, supportworld, service management, SLA, service level agreement
Date Published February 7, 2017 - Last Updated April 19, 2019
Strategic planning requires focus. For some, that means getting away from the office, blocking time on their calendar, or maybe putting on red headphones.
Tag(s): hdichat, service management, supportworld, technical support as a business
Date Published February 6, 2017 - Last Updated December 6, 2017
For technical support centers, technology and automation can play a role in improving performance and controlling costs.
Tag(s): automation, business value, costs, IT service management, performance management, productivity, service management, service quality, support center, supportworld, support operations, technical support, technology, trends
Date Published February 2, 2017 - Last Updated December 6, 2017
These thought leaders are practitioners and consultants in the technical support and service management community and share insights on industry challenges and the future of the industry.
Tag(s): desktop support, customer experience, metrics and measurements, service management, support center, supportworld, technology, workforce enablement
Date Published January 31, 2017 - Last Updated December 6, 2017
While information security is high on every IT executive’s list, that may not translate into good training and procedures at the service desk.
Tag(s): hdichat, ITSM, IT service management, security management, service management, service desk, support center, supportworld, technical support, training
Date Published January 30, 2017 - Last Updated December 6, 2017
IT organizations need to do more than just think that they do service management and deliver services just because they adopted ITIL.
Tag(s): business value, ITIL, IT service management, ITSM, service management, supportworld
Date Published January 24, 2017 - Last Updated December 6, 2017