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The Latest from SupportWorld
The traditional model for Service Desk is undergoing changes to keep up with today’s digital world. Users who traditionally worked using a single desktop device are increasingly using multiple devices to accomplish their tasks. Digital Employee Experience (DEX) is a growing support approach with...
Tag(s): supportworld
Date Published April 22, 2025 - Last Updated April 22, 2025
Many IT organizations adopt a “shift left” strategy to reduce costs and empower consumers — but often overlook the human experience. This article explores how Human-Centered Design can restore empathy and effectiveness to self-service efforts, ensuring consumers feel supported, not sidelined.
Tag(s): supportworld, service delivery
Date Published April 21, 2025 - Last Updated April 21, 2025
Digital transformation continues to challenge organizations despite years of focus. With only 48% of initiatives meeting business goals, the root causes lie in a lack of clear vision, organizational resistance to change, and outdated legacy systems. Explore three key barriers and discover...
Tag(s): supportworld
Date Published April 17, 2025 - Last Updated April 15, 2025
When people hear "ITIL" or "ITSM," it often sounds like jargon reserved for managers and consultants. But the real magic happens in Service Operations — where support teams bring these frameworks to life. This article explains how ITIL can empower the Service Desk to drive real outcomes, not...
Tag(s): supportworld
Date Published April 15, 2025 - Last Updated April 15, 2025
Digital transformation isn't just about adopting new technologies—it’s about thoughtfully guiding people and processes through change. This article explores how combining digital innovation with structured change management helps businesses improve efficiency, boost customer satisfaction, and...
Tag(s): supportworld
Date Published April 14, 2025 - Last Updated April 15, 2025
A personal story from the help desk trenches reveals why IT leaders must champion AI to transform tech support and elevate customer outcomes.
Tag(s): supportworld, artificial intelligence, automation
Date Published April 8, 2025 - Last Updated April 8, 2025
What happens when we ban AI in the classroom? In this thought-provoking post, we explore how avoiding AI could be stifling creativity and innovation — not just in schools, but in IT leadership as a whole. Inspired by Pixar’s approach to creativity, we make the case for teaching AI as a powerful...
Tag(s): supportworld, artificial intelligence
Date Published April 7, 2025 - Last Updated April 7, 2025
A strong IT support training program boosts customer satisfaction, service quality, and employee retention. Learn best practices for onboarding, engaging content delivery, and measuring success.
Tag(s): supportworld, training
Date Published April 1, 2025 - Last Updated April 1, 2025
IT disruptions don’t just impact infrastructure—they disrupt people. The Microsoft outage of early 2024 highlighted the growing need for business continuity plans that prioritize workforce readiness, not just system recovery. Learn how IT leaders can build resilience and keep business running...
Tag(s): supportworld
Date Published March 31, 2025 - Last Updated March 31, 2025
Discover Michelle Major-Goldsmith’s insights on service management, mentorship, and the future of SIAM. Learn how resilience, leadership, and evolving trends are shaping ITSM.
Tag(s): supportworld, best practice
Date Published March 28, 2025 - Last Updated March 28, 2025