The transition from the twentieth to the twenty-first century has been incredible. The emergence and integration of developing technologies into our day-to-day lives work lives and personal spaces has changed the potential of our species. It’s been a powerful renaissance, with mankind...
Tag(s): workforce enablement, future of support, supportworld
Date Published - Last Updated February 26, 2016
How well do you know your customers? Do you understand their expectations around technology and its support? The fact is, these expectations change depending on age and exposure to technology. Consider the terminology you see in popular media concerning each successive generation: Baby Boomers,...
Tag(s): future of support, customer experience, supportworld
Date Published - Last Updated February 26, 2016
Knowledge management is a hot topic in our industry, with more and more organizations making it a priority each year. And as with any enterprise initiative, such as ITIL, outsourcing, or any number of equally dynamic implementations, it’s success depends on the participation and buy-in of the...
Tag(s): KCS, KM, knowledge management, supportworld
Date Published - Last Updated February 26, 2016
Times are changing - can you say the same about your ability to lead? Technology has enabled new ways of working, and Millennials (those born in the 1980s and 1990s) bring never-before-seen ...
Tag(s): leadership, future of support, workforce enablement, supportworld
Date Published - Last Updated February 26, 2016
Senior leaders are a key factor in the success of any support operation. Positive outcomes hinge on support leaders’ ability to embrace the executive team’s strategic vision and execute plans to achieve the desired results. Regardless of the resources you have at your disposal ...
Tag(s): leadership, workforce enablement, supportworld
Date Published - Last Updated February 26, 2016
IT provides services to the business, and ITSM enables IT to react accordingly when those services don’t perform as designed. It’s important that IT and the business are on the same page when it comes to key events, and that they approach those events with the same sense of urgency. This...
Tag(s): ITSM, IT service management, supportworld
Date Published - Last Updated February 25, 2016
In today’s increasingly competitive world, customers are always looking for more from their service providers: better response times, improved uptime, lower costs, personal service, a better overall experience, etc. Your company’s leaders and its shareholders have their own needs: lower costs,...
Tag(s): support models, supportworld
Date Published - Last Updated February 26, 2016
Next.IT—the emergence of digital services, social networks, mobile technology solutions, Big Data analytics, cloud computing, and the Internet of Things—is upon us, and growing quickly. But this doesn’t mean that IT management and business service management are going to go away; these...
Tag(s): maturity models, supportworld
Date Published - Last Updated February 26, 2016
These days, most companies have hectic social schedules. From baby showers to retirement parties, cross-generational events like these are examples of how diverse our workforce is right now. Many of us are lamenting the fact that ...
Tag(s): future of support, workforce enablement, supportworld
Date Published - Last Updated February 26, 2016
Service desks come in all shapes and sizes, depending on the needs of those they serve. Service offerings, KPIs, and service level targets will vary, and some will meet those needs better than others, providing not just business value but a partnership based on common goals. However, what holds...
Tag(s): service desk, support industry, supportworld
Date Published - Last Updated February 26, 2016