After completing its reorganization in January 2012, it quickly became clear that for the reorganization to work, KCS would have to be institutionalized in our organization.
Tag(s): case study, KCS
Date Published - Last Updated June 2, 2016
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Many change programs start on the heels of one-too-many disastrous change-related failures. Your CIO wants IT change management, and tag, you’re it!
If you’re new to...
Tag(s): community, membership, service management, continual service improvement, webinars, supportworld
Date Published - Last Updated April 4, 2017
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The HDI Knowledge-Centered Support Award recognizes an organization that has successfully implemented or improved upon a Knowledge-Centered Support...
Tag(s): community, KCS, KM, knowledge management, membership
Date Published - Last Updated January 17, 2017
Catalog sprawl, or the existence of many service catalogs in a single organization, was identified as a problem by 66 percent of respondent organizations in recent HDI research (a further 19 percent identified it as "somewhat of a problem"). However, even though many organizations consider it...
Tag(s): webinars, supportworld, service catalog
Date Published - Last Updated February 23, 2016
Most organizations think about communication best practices with reference to major outages, and events, but don’t consider the impact good communication can have on first contact resolution (FConR) and mean time to resolve (MTTR), even in a day-to-day context. Large outages attract a great...
Tag(s): communications skills, best practice, webinars, supportworld
Date Published - Last Updated October 13, 2015
The help desk solutions available in today’s marketplace differ markedly from those of even a few years ago, however. Among the most dramatic technology shifts is where the help desk actually resides—not within the company’s walls, but in the “cloud.” The next generation of help desk...
Tag(s): white paper, technology, cloud computing, cloud, service desk technology, service management, service strategy
Date Published - Last Updated April 30, 2015
Because of the nature of business today, IT management has shifted from a set of tactical tasks to some of the most strategic initiatives within an organization. The mere fact that IT management is now part and parcel of the overall executive management team is a testament to the significant...
Tag(s): white paper, practices and processes, ITIL, IT-business alignment, IT service management, business of support, best practice, framework, framework and methodologies, business alignment
Date Published - Last Updated April 30, 2015
Improving service management requires organizations to do things differently, and doing things differently requires organizational change. This white paper describes a straightforward, reproducible method of managing organizational change that will help ensure the success of any service...
Tag(s): white paper, service management, practices and processes, change management, organizational change management, supportworld
Date Published - Last Updated September 30, 2015
We focused on streamlining processes to eliminate duplication of effort and improve efficiency.
Tag(s): case study, service quality
Date Published - Last Updated June 2, 2016
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The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings. Attend this webinar to learn how the 2016...
Tag(s): community, membership, service management, continual service improvement, webinars, supportworld
Date Published - Last Updated January 24, 2017