From tax law to setting up new accounts, automation is finding its role in IT. Have you automated any processes?
Tag(s): supportworld, service management, technology, hdichat, automation
Date Published March 9, 2017 - Last Updated December 6, 2017
When support centers offer self-service, does it truly save money or merely shift the work to the customer?
Tag(s): supportworld, support center, self-service, costs, business of support, service management
Date Published March 7, 2017 - Last Updated December 6, 2017
Self-service is a top strategy for many service businesses. But the rush to offer self-service technologies comes with major obstacles and risks.
Tag(s): customer experience, service management, IT service management, ITSM, self-service, supportworld
Date Published March 2, 2017 - Last Updated December 6, 2017
If you don’t get all the stakeholders in the room to determine requirements, that ITSM tool you are buying may only serve to frustrate other groups within IT.
Tag(s): supportworld, service management, desktop support, ITSM, IT service management, IT Service Management - ITSM, tools
Date Published February 28, 2017 - Last Updated December 6, 2017
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