Claire Agutter shares her thoughts on the effect of current conditions (COVID-19) on e-learning, the status of women in tech, ITIL 4, VeriSM, and the future of IT.
Tag(s): supportworld, service management, podcast, ITIL
Date Published April 23, 2020 - Last Updated December 10, 2020
While it’s not uncommon to hear these phrases during an ITSM tool implementation, if you do hear them, it’s time for an intervention.
Tag(s): supportworld, service management, tools, ITSM
Date Published April 22, 2020 - Last Updated December 10, 2020
Discover the ways change management can help your organization deliver better service.
Tag(s): supportworld, service management, ITSM, ITIL, change management
Date Published April 15, 2020 - Last Updated December 10, 2020
The ingredients are a few key activities with the correct proportions of people, process, and technology.
Tag(s): supportworld, service management, tools, ITSM, business value
Date Published April 9, 2020 - Last Updated December 10, 2020
Now that work from home is a rule, not an exception, how can we continue to deliver high-quality service management in this new normal?
Tag(s): supportworld, service management, customer experience, self-service, SLA, workforce enablement, automation, coronavirus
Date Published March 31, 2020 - Last Updated September 2, 2020
A primer for how to assemble the team that will guide your business through disasters.
Tag(s): supportworld, service management, business continuity, business continuity planning, disaster recovery, coronavirus
Date Published March 24, 2020 - Last Updated September 2, 2020
It’s time for us to raise the bar for customer experience in IT service and support. Here are the new rules for ITSM in 2020.
Tag(s): supportworld, customer experience, technology, ITSM, service management, coronavirus
Date Published March 19, 2020 - Last Updated September 2, 2020
Learn why a leadership and organizational perspective must be the focus to move the conversation from technology to value.
Tag(s): supportworld, service management, leadership, technology
Date Published March 18, 2020 - Last Updated September 2, 2020
Consider these five ways to integrate cell phones with your service management tool to provide an enhanced employee experience.
Tag(s): supportworld, workforce enablement, ITSM, customer experience, mobile device support
Date Published March 12, 2020 - Last Updated September 2, 2020
What is preventing us from providing top-tier support and customer experience beyond the service desk?
Tag(s): supportworld, service management, ITSM, business value
Date Published March 10, 2020 - Last Updated September 2, 2020