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
June 29, 2021

Bad service calls become the stuff of internet legend, and they should be avoided at all costs. Here’s an argument for ditching the script or step-by-step procedure when the situation clearly warrants it, and meeting the psychological needs of your clients or customers.
Tag(s): best practice, supportworld, business of support, customer experience, customer satisfaction, customer service
June 16, 2021

Here is a way to assess your mission statement to ensure it acts as a north star to good outcomes for both your organization and your customers. Here, we also provide criteria for a solid mission statement. Take the quiz and see where you land.
Tag(s): supportworld, service management, business of support, community, culture, employee engagement
June 10, 2021

We ask five questions of NJ Robinson, who serves as Deputy Director of the 794th Communications Squadron of the United States Air Force. He suggests that flexibility and soft skills are keys for longevity and success in the IT service and support industries.
Tag(s): supportworld, service management, business of support, community, culture, employee engagement
June 9, 2021

The world of IT is constantly evolving and with it, IT positions. However, there's no one path that will suit all organizations. Here, IT thought leaders share how they think the titles and roles will evolve in the near future.
Tag(s): supportworld, service management, business of support, community, culture, employee engagement
June 8, 2021

At a time when budgets are being stretched thin, the needs for 24/7 IT services is growing. Managed IT services may help bridge the gap between what is needed and what is affordable for many small- or mid-sized businesses.
Tag(s): supportworld, best practice, business alignment, business of support, business value, capacity management
June 3, 2021

The benefits of microshifts can reach far beyond maintaining staffing levels. The practice can be utilized as a way to build up goodwill and create a sense of mission among employees, and can even help expose your future leadership to new parts of the organization.
Tag(s): supportworld, culture, workforce enablement, staffing, scheduling
May 24, 2021

As IT operations continue drifting into the cloud, it's important to ensure that organization personnel keep pace with the latest skills and practices. It’s not enough to find people who are skilled in cloud technology; you need to prioritize training for it within your existing workforce.
Tag(s): supportworld, culture, cloud, cloud computing, training
May 12, 2021

Often, it requires more than raw IT skills to deliver great IT support for customers and clients. Here, we discuss how to change your hiring process and recruitment process to find people who have some IT skills and versatility, and provide a strong customer experience.
Tag(s): supportworld, culture, contracting, customer experience, diversity, human resources
May 11, 2021

Agile is a simple and ingenious concept through continuous incremental improvement through small and frequent releases. You see Agile in work every day, and Manuel Palachuk walks you through one well-known example as he begins to explain its value to IT service and support.
Tag(s): supportworld, culture, agile
May 10, 2021