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
ITSM is not just about workflows and escalations and tickets and knowledge articles, but how the use of technology enables business value and outcomes.
Tag(s): supportworld, service management, practices and processes, ITSM, business value
Date Published March 3, 2020 - Last Updated September 2, 2020
Roy Atkinson interviewed Charles Araujo about the meaning of digital transformation.
Tag(s): supportworld, technology, service management, business value
Date Published February 27, 2020 - Last Updated September 2, 2020
It is important for analysts to adhere to the schedule as closely as possible to ensure that productivity and service-level goals are met.
Tag(s): metrics and measurements, supportworld, service desk, workforce enablement, workforce enablement
Date Published February 21, 2020 - Last Updated September 2, 2020
Staying active in the ITSM community can help you build a network of valuable resources to continue your own growth and add value to your organization.
Tag(s): supportworld, service management, workforce enablement, technology, support center, metrics and measurements, desktop support, customer experience
Date Published February 19, 2020 - Last Updated September 2, 2020
Technology is moving forward in unforeseen directions at an amazing pace, leaving senior leaders to wonder when, where, and how to spend their limited budgets.
Tag(s): supportworld, technology, leadership, business value
Date Published February 11, 2020 - Last Updated September 2, 2020