We’ve reviewed many worthy applications from the world of IT service and support and we're pleased to announce who has made it to the finalist round of competition. Stay tuned to learn who will be crowned the winners at SupportWorld Live.
Date Published February 22, 2021 - Last Updated January 20, 2023
An argument is made that those companies which are not doing everything they can to promote true diversity in the workplace may be shortchanging their bottom line, in addition to falling short on doing the right thing. Read why here.
Date Published February 17, 2021 - Last Updated February 11, 2021
We asked you who were your mentors and gurus in the IT service and support industry, and you responded. Now, we present to you our list of the top thought leaders who helped us navigate a turbulent year and a changing landscape.
Date Published January 27, 2021 - Last Updated February 19, 2021
Good leaders build strong relationships with those who report to them, and that requires being open and honest in your conversations. Here’s how one manager cemented a relationship that has lasted throughout a career by sharing a moment of heartbreak.
Date Published January 6, 2021 - Last Updated December 23, 2020
There is so much more information that can be gleaned from metrics beyond the raw numbers offered about self-help page views. In this second installment of the Self-Service Metrics series, Chris Chagnon offers key steps to take to turn data into action.
Date Published January 5, 2021 - Last Updated January 14, 2021
Too often, new initiatives are derailed because frontline workers have not been brought in for input at the early stages of planning. If you include employee input, your organization might benefit, as employees will feel valued and want to see new processes succeed.
Date Published January 4, 2021 - Last Updated December 23, 2020
The savings service desks see from preventing tickets go beyond direct support costs.
Date Published December 30, 2020 - Last Updated January 20, 2023
A well-done value stream map helps organizations understand what the customer values and the most efficient way of delivering that value.
Date Published December 28, 2020 - Last Updated December 14, 2020
Customers, either internal or external, are people first. Treat them as such and you will stand a better chance of providing quality service, even when things go wrong. Here are seven tips for IT service professionals to communicate with customers with empathy.
Date Published December 26, 2020 - Last Updated December 14, 2020
Phyllis Drucker offers a bit of help identifying IT improvements that will take your service up a notch.
Date Published December 22, 2020 - Last Updated December 14, 2020