What is K-Flow, and how can it be used to promote and drive continuous improvement in the support organization?
Tag(s): KCS, best practice, KM, knowledge management, process, practices and processes, supportworld
Date Published March 4, 2015 - Last Updated June 27, 2016
KCS is by far the best methodology for support centers, but in the journey to drive organizations to it, there are numerous challenges.
Tag(s): KCS, best practice, technology, supportworld
Date Published February 18, 2015 - Last Updated June 27, 2016
The pace of change is dizzying and the consumerization of IT is forcing profound changes in how organizations deliver IT services.
Tag(s): self-service, best practice, business of support, supportworld
Date Published January 16, 2015 - Last Updated May 11, 2016
Before choosing a new service management tool, you need to know what your service management needs are and also what the expectations of your business are.
Tag(s): best practice, change management, supportworld
Date Published January 1, 2015 - Last Updated May 11, 2016
This infographic shares five ways to impress your customers in technical support. From knowing which inbound contact channels are most utilized to staying on top of how customers feel about the support they receive, this graphic is chock full of statistics about the industry based on HDI's research.
Tag(s): business of support, supportworld, infographic, customer service, customer experience, customer satisfaction
Date Published December 12, 2014 - Last Updated March 10, 2021
Here's everything we have on the topic of service management.
Tag(s): service management, KCS, KM, knowledge management, knowledge-management-systems, ITIL, best practice, problem management, continual service improvement, change management, service catalog, IT service management, ITSM, asset management, capacity management, configuration management, continuity management, framework, framework and methodologies, infrastructure change management, infrastructure management, organizational change management, process management, project management, release management, risk management, security management, service continuity management, service delivery, service strategy, service transition, service quality, service support
Date Published November 17, 2014 - Last Updated July 21, 2023
The expansion of the principles of IT service management (ITSM) to areas outside of IT has been a topic of conversation in the hallways and gathering places at conferences and meetings for several years. In order to learn how service support practices have adapted and been adapted as a result of...
Tag(s): business of support, supportworld, infographic, service management, ITSM, service strategy
Date Published October 15, 2014 - Last Updated March 10, 2021
It can be a challenge to find professionals that have the right mix of technical and customer service skills to be successful as desktop support technicians (DSTs). Learn about the requirements and expectations for DSTs so you can better address the hiring challenge from both the recruiting and...
Tag(s): business of support, supportworld, infographic, staffing, workforce enablement, desktop support
Date Published October 15, 2014 - Last Updated March 10, 2021
Leaders in the technical support industry continue to be preoccupied with managing support for the mobile workforce. With 86% of support organizations feeling pressured to prove their value to the business, taking full advantage of supporting mobility is more important than ever.
Tag(s): business of support, supportworld, infographic, mobility, mobile device support, technology
Date Published April 24, 2014 - Last Updated March 10, 2021
In the current economic climate, organizations often face a surplus of applicants for job openings. In short supply, however, are qualified applicants: those who possess the right combination of in-demand skills, credentials, and experience. "The War for Talent" illustrates the business need for...
Tag(s): business of support, supportworld, infographic, staffing, workforce enablement
Date Published February 6, 2014 - Last Updated March 10, 2021