Problem management is supposed to help identify and remediate the underlying causes of unplanned interruptions (incidents) to services.
Tag(s): supportworld, problem management, service management, support center, hdichat
In order for support organizations to be truly successful, ticket documentation should be an every time event, not a sometimes event.
Tag(s): supportworld, service management, support center, training, business value
SLAs establish a minimum level of service a tech support organization will provide to customers.
Tag(s): supportworld, SLA, service level agreement, service management, support center
This primer seeks to help IT organizations evolve their service and support models to optimize the value of the cloud and mobility.
Tag(s): supportworld, service management, mobility, cloud, cloud computing
We often hear about the skills drought in IT and how difficult it is to find qualified staff. Follow these steps to improve your chances of finding the right candidate.
Tag(s): supportworld, support center, workforce enablement, human resources, people, service desk, job descriptions
The computer is meant to serve the person, not the other way around. The purpose of technical service and support is to restore the assistance technology offers.
Tag(s): supportworld, desktop support, support center, business value, customer service
Coaching is a critical strategy for the implementation and ongoing health of the knowledge base.
Tag(s): supportworld, workforce enablement, service management, KCS, knowledge management, coaching
In customer support, an insincere apology can make an angry customer angrier. Leslie OFlahavan offers three tips for writing a heartfelt apology.
Tag(s): supportworld, support center, workforce enablement, customer experience, customer service
From tax law to setting up new accounts, automation is finding its role in IT. Have you automated any processes?
Tag(s): supportworld, service management, technology, hdichat, automation
When Elon University decided to implement change management, the biggest problem was getting stakeholders on board with the process.
Tag(s): supportworld, service management, ITSM, ITIL, IT service management, change management