Practices and Processes

Frontline tools and techniques for a successful support center.

Improving service management requires organizations to do things differently, and doing things differently requires organizational change. This white paper describes a straightforward, reproducible method of managing organizational change that will help ensure the success of any service...
Tag(s): white paper, service management, practices and processes, change management, organizational change management, supportworld

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

Tag(s): desktop support, industry report, research, metrics and measurements, practices and processes, staffing, technology, technical support, supportworld, benchmarking

What is K-Flow, and how can it be used to promote and drive continuous improvement in the support organization?
Tag(s): KCS, best practice, KM, knowledge management, process, practices and processes


People at all levels of an organization want better productivity, more efficiency, and improved communication. This means they often use apps, devices, services, data storage, and more from outside, unapproved providers—known as "shadow IT."

Whether you're just becoming aware of...

Tag(s): asset management, shadow-it, practices and processes, practices, productivity, risk management, webinars, support operations, service strategy

KPIs aren't the goal—continual improvement is. Like ITIL itself, continual improvement is a cycle: once you've achieved a target, the cycle begins anew.
Tag(s): best practice, continual service improvement, framework and methodologies, KPI, ITSM, IT service management, practices and processes, reporting, reporting-and-analytics

Tag(s): research, research corner, practices and processes, asset management, byod

A self-assist solution is one in which a person doesn’t directly rely on any other person to resolve their problem. No phone call needs to be placed. No chat window needs to be opened. No email needs to be exchanged. True self-assist (sometimes called self-service) is similar to how gas stations...
Tag(s): practices and processes, knowledge management, self-service tools, KM

This article presents some of the most common problems encountered by agile development groups in waterfall organizations, and some approaches that can help bridge the gap between them. Over time, these methods can help your organization become somewhat more agile, while also helping you work...
Tag(s): practices and processes, process, process-improvement

Tag(s): benchmarking, business of support, business value, incident management, industry, metrics and measurements, multichannel support, practices and processes, research, research corner, service level management, SLA, support channels, technology