Accelerated moves to the cloud made sense at the height of the pandemic -- organizations may face different concerns in the future. Chief among these is how to determine who is an authorized user and who isn’t in a hybrid work environment.
Tag(s): supportworld, service quality, service management, best practice, cloud, cloud computing, security management
Date Published July 14, 2021 - Last Updated January 20, 2023
In part two of this two-part series, an experienced IT analyst and former licensed therapist describes the key ingredients IT service and support pros need to have a strong relationship with their clients. He gives suggestions for how to implement them in practice, as well.
Tag(s): supportworld, service quality, service management, best practice
Date Published July 12, 2021 - Last Updated July 26, 2021
It’s important for IT service and support pros to know they are in a relationship with their client, and that often misunderstandings will arise. Here, Ben Brennan lists the five “love languages” of clients, and reminds us to be human-centered in our approach.
Tag(s): supportworld, service quality, service management, best practice
Date Published July 12, 2021 - Last Updated December 16, 2021
Cybersecurity pros are in high demand, but you don’t necessarily need to drop everything and go back to school to become one. Here's how one system administrator developed his own personal online night school curriculum to gain the expertise for a successful security career.
Tag(s): supportworld, service quality, service management, security management, training, best practice, culture
Date Published July 7, 2021 - Last Updated December 16, 2021
Cybersecurity pros are in high demand, but you don’t necessarily need to drop everything and go back to school to become one. Here's how one system administrator developed his own personal online night school curriculum to gain the expertise for a successful security career.
Tag(s): supportworld, service quality, service management, security management, training
Date Published July 6, 2021 - Last Updated December 16, 2021
An intrinsic part of being human is the ability to tell stories, and managers shouldn’t set aside this aspect of communication when coaching about nuts and bolts issues. Instead, storytelling can be an integral part of helping frontline team members understand the “why” of what is being asked of...
Tag(s): supportworld, service quality, service management, best practice, coaching
Date Published July 5, 2021 - Last Updated July 26, 2021
Accelerated moves to the cloud made sense at the height of the pandemic -- organizations may face different concerns in the future. It’s going to be up to IT to ensure that the new normal is as secure as what came before COVID-19.
Tag(s): supportworld, service quality, service management, best practice, business alignment, cloud, cloud computing
Date Published June 30, 2021 - Last Updated December 16, 2021
A poignant movie distills an important lesson for one IT service and support industry road warrior, and causes him to redefine what is important in life. After all, he said, nobody on their deathbed ever said, "I wish I spent more time at work.”
Tag(s): supportworld, best practice, community, culture
Date Published June 29, 2021 - Last Updated July 26, 2021
COVID-19 has given rise to a slew of new trends in onboarding, offboarding, remote work, and disaster recovery plan creation, and HR departments are racing to catch up. IT departments should take note and align closely with HR priorities to have a strong say in how the future will look.
Tag(s): supportworld, service quality, service management, best practice, business alignment
Date Published June 28, 2021 - Last Updated December 16, 2021
IT-business alignment essentially refers to internal organizational coordination in which IT objectives are brought in line with the business goals of the organization. In practice, this means that every department actively works towards attaining business objectives through improved business...
Tag(s): supportworld, service quality, service management, best practice, business alignment, business intelligence
Date Published June 23, 2021 - Last Updated July 26, 2021