Join a team of technical support, service management and experience management leaders who share their knowledge with the HDI community. Be the thought leader others follow!
Tag(s): supportworld, community, industry, IT service management, technical support
Date Published December 6, 2023 - Last Updated February 16, 2024
A service desk team is (or should be) an enabled, competent, capable, confident, respected, and passionate team of people who are dedicated to helping other people be successful, realize value, and achieve results.Is yours?
Tag(s): supportworld, culture, employee satisfaction, employee engagement, people, service management
Date Published December 5, 2023 - Last Updated December 4, 2023
"Don't fix what's not broke" may be true to an extent, but that doesn't mean we shouldn't be evolving our processes to ensure we're delivering exceptional results-based outcomes and value.
Tag(s): supportworld, ITIL, IT service management, process management, process-improvement
Date Published December 4, 2023 - Last Updated December 4, 2023
While the world is focused on ChatGPT and other automated research/writing applications, most ITSM tools already offer capabilities to support applications for IT support. Read on to learn about three things you can do with AI today.
Tag(s): supportworld, automation, self-service, artificial intelligence
Date Published December 1, 2023 - Last Updated November 29, 2023
Balancing the demands of daily operations with the need to innovate can feel like walking on a tightrope. Here's what leaders can do to cultivate an innovative mindset within their teams.
Tag(s): supportworld, agile, best practice, service strategy
Date Published November 30, 2023 - Last Updated November 29, 2023
Tell us who you follow on social media when it comes to learning about technical support, service management, and experience management.
Tag(s): supportworld, professional development, social media
Date Published November 29, 2023 - Last Updated February 16, 2024
Support expectations rely largely on completion targets, but this is not their purpose. How can we improve this situation?
Tag(s): supportworld, performance management, support models
Date Published November 13, 2023 - Last Updated December 5, 2023
While every organization is different, some common skills define leadership roles. The service and support industry folds in even more unique, constantly evolving competencies. Let's examine some skills necessary to climb the leadership ladder, specific to leading people.
Tag(s): supportworld, leadership, performance management, professional development
Date Published July 27, 2023 - Last Updated February 16, 2024
Compassion and commitment are two often-misunderstood qualities, yet they can greatly influence effective leadership. Let's explore these two qualities in greater detail.
Tag(s): supportworld, best practice, collaboration, leadership
Date Published July 26, 2023 - Last Updated February 20, 2024
Leading with emotional intelligence is a critical factor in the success of your team, enabling you to develop trust, nurture engagement, and foster creative, innovative problem-solving.
Tag(s): supportworld, leadership, performance management, people
Date Published July 25, 2023 - Last Updated February 20, 2024