Whatever we do in regard to change management, it must be adaptive enough for all types of IT changes—not just applications or infrastructure.
Tag(s): supportworld, service management, ITSM, change management, business value, practices and processes, process
Date Published July 14, 2020 - Last Updated December 10, 2020
Learn how home-based work can contribute to a long-term business continuity strategy for service and support organizations.
Tag(s): supportworld, service management, business continuity, disaster recovery, service desk, support center
Date Published July 8, 2020 - Last Updated December 10, 2020
The service desk as the single point of contact helps enable a stronger shift-left strategy and the delivery of consistent and high-quality customer service.
Tag(s): supportworld, service management, support center, service desk, customer experience, customer service, single point of contact
Date Published July 7, 2020 - Last Updated December 10, 2020
With a skill set that combines technical aptitude with customer service and communication skills, good technical support candidates can be difficult to find.
Tag(s): supportworld, people, staffing, workforce enablement, workforce enablement, service desk, support center
Date Published July 2, 2020 - Last Updated December 10, 2020
When you implement shift left, you create opportunities for your customers to use a tier of support that minimizes their efforts, your efforts, and costs.
Tag(s): supportworld, service management, service desk, support center, metrics and measurements, costs
Date Published June 26, 2020 - Last Updated December 10, 2020
Industry experts and practitioners discussed the future of service and support in this one-day virtual summit.
Tag(s): supportworld, coronavirus, customer experience, customer service, desktop support, metrics and measurements, service management, support center, technology, workforce enablement, workforce enablement
Date Published May 29, 2020 - Last Updated December 10, 2020
Enterprise Service Management extends the use of service management practices, processes, and tools across business units outside of IT.
Tag(s): service management, supportworld, ITSM, business value
Date Published May 26, 2020 - Last Updated December 10, 2020
Whether we call it a process or a practice, if we aren’t engaged and working together collaboratively, we won’t produce value for the business.
Tag(s): supportworld, service management, ITIL, business value
Date Published May 14, 2020 - Last Updated December 10, 2020
The ingredients are a few key activities with the correct proportions of people, process, and technology.
Tag(s): supportworld, service management, tools, ITSM, business value
Date Published April 9, 2020 - Last Updated December 10, 2020
What is preventing us from providing top-tier support and customer experience beyond the service desk?
Tag(s): supportworld, service management, ITSM, business value
Date Published March 10, 2020 - Last Updated September 2, 2020