The service desk is the face of IT, regardless of what technology resources and capabilities are ultimately deployed to deliver services, and we need to change the way we deal with our customers, who are becoming increasingly tech-savvy and demanding more adaptable business solutions. We must...
Tag(s): ITSM, service desk, SLA, service level agreement, service level management
Date Published - Last Updated February 25, 2016
In service management, we come up with solutions and solve problems on a regular basis. It’s part of the job, and we are quite good at it. There are times, however, when a new problem arises and the usual solutions simply don’t work. The problem could be ...
Tag(s): service management, supportworld
Date Published - Last Updated February 26, 2016
IT provides services to the business, and ITSM enables IT to react accordingly when those services don’t perform as designed. It’s important that IT and the business are on the same page when it comes to key events, and that they approach those events with the same sense of urgency. This...
Tag(s): ITSM, IT service management, supportworld
Date Published - Last Updated February 25, 2016
Organizations often rush to kick-start improvement efforts without first completing a thorough analysis. All too often, improvement exercises are either reactive—knee-jerk responses to what others have done—or conceived in response to the passionate advocacy of a charismatic (and usually senior)...
Tag(s): customer service, continual service improvement
Date Published - Last Updated February 25, 2016
There’s an information security maxim that states, “There’s no security without physical security.” Buildings and infrastructure (other than specifically IT infrastructure) are usually the domain of a department other than IT, but the technology used to monitor and secure facilities of all types...
Tag(s): support models, future of support, security management
Date Published - Last Updated February 26, 2016
ITSM and customer relationship management (CRM) are industries, frameworks, technologies, and approaches that have traditionally been applied to very different business processes, workloads, and segments of the organization. But with the degree of consolidation and standardization taking place...
Tag(s): ITSM, IT service management, customer experience, supportworld
Date Published - Last Updated February 26, 2016
As service management frameworks, concepts, and tools expand beyond the IT function, IT leaders and their teams play a critical role in helping define and explain the benefits of implementing a service-focused mindset across every business function. But it is important to...
Tag(s): webinars, supportworld, business value, IT service management, ITSM, enterprise service management
Date Published - Last Updated January 25, 2023
Knowledge management and Knowledge-Centered Support (KCS) are gigantic concepts that carry big expectations for financial and business practices. For some, they seem like amorphous ideas that lead to brick walls and inaction. For others, in their eagerness to get started, it’s “pick a knowledge...
Tag(s): knowledge management, KCS
Date Published - Last Updated February 25, 2016
if you want everyone in the boat rowing at the same speed, you must get the first oar in the water, then the next, and so on until everyone is contributing to the boat’s forward momentum. This is the essence of collective responsibility. Simulations can provide you with the game film, practice,...
Tag(s): business of support, service management, supportworld
Date Published - Last Updated February 26, 2016
Whenever there’s a one-to-one relationship between release and change management (i.e., one release for each change), it makes sense to combine the change and release workflows. As a combined process, change and release are easier to manage, and there’s less chance of slippage between the two...
Tag(s): change management, ITIL, release management
Date Published - Last Updated February 25, 2016