IT processes can be implemented without customizations and be successful. But the level of success decreases proportionately to the size of a service desk.
Tag(s): supportworld, service management, support center, ITIL, ITSM, devops
Date Published August 9, 2019 - Last Updated December 17, 2019
Service and support organizations face many complexities and challenges. The challenge is to find the time to dig in to the data and address what’s going on and why.
Tag(s): supportworld, metrics and measurements, service management, business value
Date Published August 8, 2019 - Last Updated August 8, 2019
By relying too heavily on tools, we as service desk leaders have diverted our attention to solving the symptom and ignoring the problem.
Tag(s): supportworld, support center, technology, tools, service management
Date Published August 7, 2019 - Last Updated December 17, 2019
Jeff Rumburg shares a case study that calculates the ROI for a particular support organization.
Tag(s): supportworld, metrics and measurements, business value, ROI
Date Published July 31, 2019 - Last Updated December 17, 2019
If you want it to remain relevant, your business must become digital. This means that understanding which technologies align with your strategy is critical.
Tag(s): supportworld, technology, service management, support center
Date Published July 30, 2019 - Last Updated December 17, 2019
On the service desk, you can take deliberate steps to get your team focused on the mission and passionate about the business.
Tag(s): workforce enablement, supportworld, support center, teamwork, team building, leadership
Date Published July 25, 2019 - Last Updated December 17, 2019
Learn how to improve performance and adoption of problem management for your organization.
Tag(s): supportworld, service management, service desk, problem management, incident management
Date Published July 18, 2019 - Last Updated December 17, 2019
Harness the power of chatbots to offload simple support questions and scale your service desk operations.
Tag(s): supportworld, service management, support center, knowledge management, chat
Date Published July 17, 2019 - Last Updated December 17, 2019
The seven guiding principles of ITIL 4 take the focus off process and place it squarely on value.
Tag(s): supportworld, service management, ITSM, ITIL, business value
Date Published July 9, 2019 - Last Updated December 17, 2019
Jeff Rumburg defines how value is created in IT service and support.
Tag(s): supportworld, metrics and measurements, business value, ROI, return on investment - ROI
Date Published June 27, 2019 - Last Updated December 17, 2019