We ask five questions of Lisa Kemp Jones, who leads the Customer Engagement unit of IT Services at UCLA and is part of HDI’s Strategic Advisory Board. She recommends keeping your eyes, ears, and mind open at every stage in your career.
Tag(s): supportworld, service quality, best practice
Date Published May 25, 2021 - Last Updated July 26, 2021
While some hacks are sophisticated, many more rely on gaining the trust of employees to gain essential credentials to compromise security. Implementing cybersecurity best practices will enable your organization to work productively and safely without having your information hijacked by...
Tag(s): supportworld, best practice, security management
Date Published May 19, 2021 - Last Updated July 26, 2021
There is an impulse to deliver exceptional service to all, and the prospect of offering premium service seems to run counter to that. However, if you can establish great service as the baseline, then offering premium-level service for those who can pay makes the business model more affordable...
Tag(s): supportworld, service quality, service management, best practice
Date Published May 18, 2021 - Last Updated July 26, 2021
In our continuing series on shifting to a value-driven service management model, Alma Miller discusses the lessons she learned from a disastrous 24-hour road trip with her family. During the trip, she learned the value of abandoning a plan that isn’t working for all stakeholders.
Tag(s): supportworld, service quality, service management, best practice
Date Published May 17, 2021 - Last Updated December 16, 2021
New AI may now be able to take on repetitive managerial tasks. Here’s a case for utilizing new automation tools to ensure that your organization’s processes and procedures are followed efficiently and correctly, and an introductory overview of workflow automation.
Tag(s): supportworld, best practice, business continuity, business of support, customer service, security management
Date Published April 28, 2021 - Last Updated July 26, 2021
E-commerce sales are booming, and businesses have chosen expediency over security as they raced to keep up with customer demand during the COVID-19 pandemic. As the dust now settles on that sea change, it pays to find ways to make sure every transaction is secure.
Tag(s): supportworld, best practice, business continuity, business of support, customer service, security management
Date Published April 28, 2021 - Last Updated July 26, 2021
One of the easiest tools to assist in continuous process improvement is the process control chart. It can help track when things go outside the norm, and help you diagnose problems in your service management. Here is a quick overview.
Tag(s): supportworld, business continuity, best practice, change management, incident management
Date Published April 20, 2021 - Last Updated July 26, 2021
The pandemic has called into question traditional thinking on workforce management. Here is a case for why that may be a good thing for both employees and businesses. In short, flexible scheduling may help meet the needs of surging customer demand and fill small shifts at odd hours.
Tag(s): supportworld, business of support, employee satisfaction, employee engagement
Date Published April 14, 2021 - Last Updated July 26, 2021
Every change initiative may die a silent death unless it is clearly documented and the process solves the problems your workforce faces. Here is a look at the value of clearly documenting processes, and then checking to make sure that what is written is what is being done.
Tag(s): supportworld, business of support, business alignment, IT service management, IT-business alignment
Date Published April 14, 2021 - Last Updated July 26, 2021
The best way to retain customer loyalty is to avoid complications in the customer experience. Here is a suggestion for a hands-on approach for troubleshooting potential issues that customers may have experienced, with examples of how this approach has been implemented.
Tag(s): supportworld, costs, ITSM, IT service management, business intelligence, business of support, cost models, customer service
Date Published April 6, 2021 - Last Updated December 16, 2021