This guide outlines the path to an aligned service strategy and structure that supports and governs the people, integrated processes, and tools supported by a balanced performance scorecard.
Tag(s): white paper, balanced scorecard, best practice, practices and processes, tools, technology
Date Published April 29, 2015 - Last Updated June 23, 2016
In a bilingual virtual support model, the support team would be comprised of remote agents, or virtual support professionals, with the capacity to handle multilingual customer interactions. The deployed model of support would leverage existing VoIP technology, as well as the incident management...
Tag(s): white paper, communications skills, virtual support tools, service desk technology, people, diversity, international, communications technology, culture
Date Published April 29, 2015 - Last Updated April 29, 2015
In this white paper, learn why social media is important and how to get started with it. Explore the pros and cons of each social media channel and method, and learn about some best and worst practices.
Tag(s): white paper, HDI, social media, best practice
Date Published April 29, 2015 - Last Updated April 30, 2015
The mere availability of a technology doesn’t mean it will be successful in the future; there are many other factors at play (societal, political, organizational), and most of these technologies will have no impact on customers or technical support. But some will, and, in fact, already are. In...
Tag(s): future of support, technology, technical support, supportworld
Date Published April 23, 2015 - Last Updated February 26, 2016
Is ITSM still relevant in the mobile age? Absolutely. ITSM and ITIL can and should provide the overall framework within which Agile development can successfully operate, developing and deploying apps that are part of a service fit for purpose and effective use in a mobile environment.
Tag(s): mobility, service management, ITSM, agile, framework and methodologies, supportworld
Date Published April 7, 2015 - Last Updated May 11, 2016
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): technology, mobility, infographic, devops, supportworld, internet of things
Date Published February 20, 2015 - Last Updated March 10, 2021
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
Support teams face the challenge of implementing best practices with the aim of providing better service, having good governance, and getting IT to work effectively. Is ITIL the answer?
Tag(s): software as a service - SaaS, technology, virtual support tools, process-improvement, supportworld
Date Published February 1, 2015 - Last Updated May 11, 2016
HDI 2014 – A Digital Experience gathered together the greatest hits from the live event in Orlando and wrapped them up in a full day of learning, interactive discussions, networking, polls, and prizes. Log in to view archived content from the 2014 event and plan to join us...
Tag(s): customer service, workforce enablement, professional development, people, technology, mobility
Date Published January 4, 2015 - Last Updated January 9, 2019
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