Too often, ITSM data can accidentally lead you to the wrong conclusions. Here's how to think through the process of what to measure and how to visualize what you've measured.
Tag(s): supportworld, leadership, best practice, business intelligence, dashboards, reporting, reporting-and-analytics
Date Published September 15, 2020 - Last Updated September 15, 2020
Knowing a few coding concepts can go a long way toward helping you get the most from your service management platform.
Tag(s): supportworld, service management, business value, ITSM
Date Published September 3, 2020 - Last Updated December 10, 2020
Take what you learned about business continuity from the current pandemic and apply it to a long-term strategy for your service and support organization.
Tag(s): supportworld, service management, workforce enablement, disaster recovery, business continuity, business continuity planning
Date Published September 2, 2020 - Last Updated December 10, 2020
Use a capacity model to determine and predict future staffing needs for your operation that meet the needs of your end users or customers.
Tag(s): supportworld, workforce enablement, workforce enablement, staffing, capacity management
Date Published August 25, 2020 - Last Updated December 10, 2020
Follow these three tips to give problem management the importance, priority, and resources needed to deliver business value.
Tag(s): supportworld, service management, problem management, ITSM, business value
Date Published August 19, 2020 - Last Updated December 10, 2020
Rae Ann Bruno shares her views about wowing your customer, the value of training, getting metrics right, and more.
Tag(s): supportworld, customer experience, knowledge management, KCS, metrics and measurements
Date Published August 18, 2020 - Last Updated February 20, 2024
The Service and Support Awards showcase individuals and teams that excel at service and support and elevate their businesses by maintaining the highest standards.
Tag(s): supportworld, workforce enablement, workforce enablement, support center, service management, service desk, technology, metrics and measurements, desktop support, customer experience
Date Published August 13, 2020 - Last Updated January 20, 2023
It’s no secret that we spend time on a lot of monotonous tasks. Why haven’t we automated everything away?
Tag(s): supportworld, automation, workforce enablement, ITSM, service desk, service management
Date Published August 11, 2020 - Last Updated December 10, 2020
An effective problem management practice can bring improved reliability, higher service quality, and enhanced confidence and trust in the IT organization.
Tag(s): supportworld, service management, problem management
Date Published August 6, 2020 - Last Updated December 10, 2020
Knowledge management is about more than process improvement. The real value comes from a better understanding of our customers, employees, and our services.
Tag(s): supportworld, knowledge management, ITSM, service management
Date Published August 5, 2020 - Last Updated December 10, 2020