Master cross-departmental collaboration with Enterprise Service Management (ESM). Learn how to break down silos, align teams, and improve efficiency. Discover the benefits of collaboration, best practices, and essential tools.
Tag(s): supportworld, collaboration
Date Published October 7, 2024 - Last Updated October 7, 2024
New mobile trends present serious opportunities for businesses and IT departments—and serious risks for those that turn a blind eye to the evolving mobility landscape.
Tag(s): white paper, mobility, devops, internet of things, technology
Date Published September 10, 2024 - Last Updated September 10, 2024
This article discusses the importance of setting realistic expectations for Generative AI in IT support, drawing parallels to past AI developments and emphasizing the enduring value of human connection in service delivery.
Tag(s): research, self-service tools, supportworld, artificial intelligence, technology
Date Published September 3, 2024 - Last Updated September 3, 2024
Artificial intelligence (AI) is revolutionizing the contact center and IT service desk sectors, yet many organizations are just beginning to navigate this transformative journey. While AI promises enhanced workforce efficiency and improved customer value, achieving full integration and maturity...
Tag(s): research, self-service tools, supportworld, artificial intelligence, technology
Date Published August 26, 2024 - Last Updated September 10, 2024
Generative AI: Psychotherapy, Shia LaBeouf, Disney Princesses & A Leaders Guide to Hope (PART II)
Rocky McGuire
In part one of this series, we discussed what leaders are facing when it comes to Generative AI. Looking at the IT support landscape related to Generative AI — there are two...
Tag(s): research, self-service tools, supportworld, artificial intelligence, technology
Date Published August 26, 2024 - Last Updated September 3, 2024
Generative AI: Psychotherapy, Shia LaBeouf, Disney Princesses & A Leaders Guide To Hope (PART I)
Tag(s): research, self-service tools, supportworld, artificial intelligence, technology
Date Published April 4, 2024 - Last Updated August 8, 2024
Resistance to Resilience: Overcoming Cultural Roadblocks When Implementing AI
Tag(s): supportworld, support models, service design, service level agreement, service strategy, service management, technology
Date Published April 4, 2024 - Last Updated August 8, 2024
Mobilizing IT Support for Deskless Workers
Tag(s): supportworld, business continuity planning, byod, it governance, mobility
Date Published March 15, 2024 - Last Updated August 8, 2024
In today's scenario, where customers expect agile and seamless service delivery, traditional hierarchical structures with isolated teams are fast becoming obsolete. Let's break down these silos!
Tag(s): supportworld, agile, best practice, people, staffing, support models, teamwork, team building
Date Published January 17, 2024 - Last Updated February 20, 2024
With input from our community, we celebrate those who have done great work to build the collective knowledge base of the technical support and service management profession.
Tag(s): supportworld, collaboration, community, leadership, technical support, service management
Date Published January 11, 2024 - Last Updated February 16, 2024