There is often confusion between the information we collect for a dashboard and the information needed to make a decision.
Tag(s): best practice, balanced scorecard, dashboards, metrics and measurements, supportworld
Date Published December 28, 2016 - Last Updated April 19, 2019
Using a business-case approach with tools to assess total cost of ownership, cost/benefit analysis, and return on investment will help you minimize risks and costs associated with IT investments.
Tag(s): supportworld, tools, ROI, return on investment - ROI, IT-business alignment, financial management, costs, business value, business alignment, service management
Date Published December 22, 2016 - Last Updated July 20, 2017
Systems thinking can help you avoid costly mistakes such as introducing applications that are not compatible into an organization’s environment, interrupting workflows.
Tag(s): business alignment, collaboration, devops, organizational change management, supportworld, technology, service management
Date Published December 21, 2016 - Last Updated December 15, 2016
The top five SupportWorld articles of 2016 cover themes tech support professionals tackle every day, including customer service, knowledge management, service metrics, gamification, shift-left, and the future of the service desk.
Tag(s): supportworld, support center, desktop support, service management, metrics and measurements, technology, customer experience, workforce enablement
Date Published December 20, 2016 - Last Updated April 19, 2019
Desktop support is more than just the “people who repair computers.” Desktop support technicians cover a wide range of responsibilities supporting many tasks.
Tag(s): focus series, supportworld, asset management, desktop support, ITIL, mobile device support, security management, technical support, trends, VDI, virtual desktop infrastructure - VDI
Date Published December 15, 2016 - Last Updated December 15, 2016
To adopt a knowledge management strategy, First American had to embrace the idea that KM is a requirement for continuous improvement and sustainable success for the service desk.
Tag(s): KCS, KM, knowledge management, supportworld, support center, case study
Date Published December 15, 2016 - Last Updated July 19, 2018
The service desk role needs to expand beyond handling calls and tickets to become a true service management organization.
Tag(s): business alignment, future of support, governance, IT-business alignment, IT service management, process management, support center, supportworld
Date Published December 15, 2016 - Last Updated December 15, 2016
A knowledge management system improves decision making; reduces duplication of effort; lowers costs; and empowers customers, users, and all of IT.
Tag(s): continual service improvement, IT service management, ITSM, ITIL, KCS, KM, knowledge management, service management, supportworld
Date Published December 15, 2016 - Last Updated December 15, 2016
Detection and referral of problems is an important way in which the support center contributes to the overall improvement of any organization’s IT environment.
Tag(s): incident management, problem management, support center, supportworld, business value
Date Published December 14, 2016 - Last Updated December 15, 2016
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.
Tag(s): support center, desktop support, service management, metrics and measurements, technology, customer experience, workforce enablement
Date Published December 5, 2016 - Last Updated April 19, 2019