Doug Rabold, one of the speakers at HDI Support World Live this year, reflects on how many in the HDI community have helped him learn the ropes after a mid-career shift to IT Service Management. He now relishes being in the position to give back.
Tag(s): supportworld, culture
Date Published November 9, 2021 - Last Updated December 16, 2021
In a passage from her book, “Trust Me - Restore Belief & Confidence in an Uncertain World”, Lea Brovedani demonstrates how managers think trust in their leadership is higher than it often is, and why that’s important to fix.
Tag(s): supportworld, culture, best practice, practices and processes
Date Published November 9, 2021 - Last Updated January 20, 2023
Automation is only a benefit when it is implemented correctly and for the right reasons. If done poorly, it can even create more work for your team. Here, we walk you through a step-by-step process on how to determine what to automate and how best to do it.
Tag(s): supportworld, service quality, service management, best practice, automation, ROI
Date Published November 3, 2021 - Last Updated December 16, 2021
In the world of service management, we’re not evaluating products, but services, which are even more difficult to comprehensively assess via customer surveys alone. Here’s how to make sure the data you are getting is much more than noise.
Tag(s): customer service, customer survey tools, ITIL, supportworld
Date Published November 2, 2021 - Last Updated January 20, 2023
Moving operations into the cloud doesn't have to be a floating nightmare, but it isn’t a cure-all for organizational shortcomings, either. Here we list five common migration mistakes. If you can avoid them, it can go a long way to ensuring a smooth and fast transition.
Tag(s): supportworld, service quality, service management, best practice, cloud, cloud computing
Date Published October 28, 2021 - Last Updated January 20, 2023
Strategic thinking is not only a requirement for achieving senior level positions, but also a required skill in creating your service strategy. It’s the process of learning from your experiences on what works and what doesn’t work that makes us a better strategic service leader. Here’s how.
Tag(s): supportworld, service quality, service management, best practice
Date Published October 27, 2021 - Last Updated January 20, 2023
Securing a cloud environment is much more difficult than securing a traditional computer network, as it offers so many more soft targets for unlawful entry and chances for accidental data erasure. Here, a cloud cybersecurity expert walks readers through three aspects of cloud security to begin...
Tag(s): supportworld, service quality, service management, best practice, cloud, cloud computing
Date Published October 21, 2021 - Last Updated January 20, 2023
Production assurance is an organizational and process alignment designed to protect the production environment of an organization when the going gets rough. See how this process worked in a step-by-step walkthrough with Medtronic when that organization experienced a significant outage.
Tag(s): service management, ITSM, supportworld
Date Published October 19, 2021 - Last Updated January 20, 2023
Dealing with a ransomware attack when it’s happening is extremely difficult. It’s better to put the work in now to shield your business from such attacks, or at least from the worst effects of such attacks. Here are some tips from a cybersecurity expert on how to do that.
Tag(s): supportworld, service quality, service management, best practice
Date Published October 19, 2021 - Last Updated January 20, 2023
Even with the best intentions to transform, organizations that lack in-house cloud knowledge may struggle to compete. Learn why cloud skills are becoming a necessity in the IT industries, and how best to train up your workforce to best utilize cloud technology.
Tag(s): supportworld, service quality, technology, service desk, service desk technology, service management, cloud computing, change management, training
Date Published October 14, 2021 - Last Updated January 20, 2023