Professional Development

Helping you move up the corporate ladder.

This program reduces incident counts and resolution times and increases support staff skills for getting to root causes and eliminating the incidents they cause.
Tag(s): benchmarking, best practice, business value, costs, incident management, leadership, process-improvement, professional development, root cause analysis, support center, supportworld, training, service management

Tag(s): business of support, customer service, framework and methodologies, leadership, metrics and measurements, people, process, practices and processes, professional development, research, technology, workforce enablement, RESOURCES


The adventure begins March 24–27, 2015, at the Mandalay Bay in Las Vegas—but it doesn’t have to end there! For the fourth consecutive year, we’ll follow up the HDI 2015 Conference & Expo by hosting the most immersive and educational virtual event in the technical service and support...

Tag(s): customer service, workforce enablement, professional development, people, technology, mobility

With high-speed residential Internet, it has become easier and more cost effective than ever for businesses to implement permanent and part-time remote work arrangements.
Tag(s): employee engagement, employee satisfaction, professional development

In the CBS reality TV series Undercover Boss, Fortune 500 CEOs discover that what they think they know about their companies and what they actually know are very different. For more years than I care to remember, I’ve had bosses. Each boss I’ve had has had at least one leadership trait...
Tag(s): leadership, professional development

In an article in the May/June issue of SupportWorld, Mike Hanson addressed the evolution of desktop support; in this article, we will discuss how desktop support roles are changing—particularly the names of each role.
Tag(s): desktop support, workforce enablement, professional development

The fundamental conditions of success are much easier to identify, and much easier to achieve, than most of us make them. They’re very specific and very constant. Most importantly, they aren’t as distant as we often imagine them to be.
Tag(s): leadership, professional development

When you get comfortable, things become routine. Magic can only happen when you step outside your comfort zone. So, should you consider swapping jobs?
Tag(s): workforce enablement, professional development

Is information security training or education a good thing to have when applying for support or service management jobs? With more organizations bringing desktop support into the support center, do I need more experience, or even a certification like CompTIA’s A+, to advance my career? How...
Tag(s): workforce enablement, professional development

In any department, it’s only the manager who does the leading, right? David Ratcliffe disagrees. He submits that anyone can embody the characteristics of leadership without necessarily being an official leader, and without causing a disruption.
Tag(s): leadership, service desk, professional development