ITIL v3 was officially launched in June 2007, after a three-year development period. Much has happened in the world over the past three years, which has slowed every business down considerably, yet research shows that in ITSM, things are still moving along. Overall, 68 percent of ITIL (v2 and...
Tag(s): process, framework and methodologies
Date Published - Last Updated May 11, 2016
In 2010, HDI and Global Knowledge cosponsored a research project to understand more about the state of ITIL implementation, the benefits companies have actually achieved, and the key success factors. While there are many ITIL benefit surveys out there, what sets this survey apart is that it...
Tag(s): framework and methodologies, process, research
Date Published - Last Updated May 11, 2016
Frameworks existed long before there was technology. So why is it that so many organizations have only recently now begun to evaluate and adopt IT frameworks? The easy answer is structure. In order to manage a complex system or value network, organizations need to adopt a structured environment...
Tag(s): process, framework and methodologies
Date Published - Last Updated May 11, 2016
Recent HDI surveys show that close to a quarter of organizations that have purchased a service management solution are in the process of replacing existing systems. The replacements are intended improve user/customer experience, support changes to service delivery models and...
Tag(s): webinars, supportworld, technology, ITSM, service management, IT service management, enterprise service management
Date Published - Last Updated January 6, 2023
Technology and technology people are strange and fickle. We like to play with our toys and “techy things.” We like to use models, frameworks, and systems (each with its own landscape and jargon). We spend a lot of time agonizing over and then eulogizing “management,” “processes,” and...
Tag(s): continual service improvement, ITIL, ITSM
Date Published - Last Updated February 25, 2016
Customer experience management (CEM) is a strategy that focuses the business on managing all interactions with a customer throughout his or her entire experience with a product or service. The ideal customer experience is one in which the business communicates its vision, distinguishes its...
Tag(s): customer service, customer experience, continual service improvement
Date Published - Last Updated February 25, 2016
RedSeal Networks provides proactive enterprise security management solutions that continually assess and fortify organizations’ cyberdefenses while automating compliance. Its engineers provide global, round-the-clock support, troubleshooting any obstacles to the analysis and improvement of...
Tag(s): continual service improvement, security management, metrics and measurements, customer service
Date Published - Last Updated February 25, 2016
L.L.Bean, a leading clothing and outdoor recreation equipment retailer, was built on a legacy of high-quality products and impeccable customer service. Founded in 1912, today the company generates about $1.5 billion in sales worldwide, thanks to the efforts of 5,000 year-round employees. After...
Tag(s): business of support, infrastructure change management, IT-business alignment, support operations, case study
Date Published - Last Updated February 25, 2016
While “agile” is freely used, there’s not a clear definition of what “being agile” actually means, particularly in the context of technical support and service management. In this article, I will provide a high-level overview of Agile concepts, its origins, its primary frameworks, and its value....
Tag(s): ITSM, service management, process
Date Published - Last Updated December 1, 2017
The consumerization of technology and the “Google-ization” of information have changed the knowledge management landscape. How can you address these challenges in a way that benefits your users, your staff, and your business?
Tag(s): knowledge management, knowledge-management-systems, Knowledge Management Systems, support center
Date Published - Last Updated February 25, 2016