Because of the nature of business today, IT management has shifted from a set of tactical tasks to some of the most strategic initiatives within an organization. The mere fact that IT management is now part and parcel of the overall executive management team is a testament to the significant...
Tag(s): white paper, practices and processes, ITIL, IT-business alignment, IT service management, business of support, best practice, framework, framework and methodologies, business alignment

 
There are many reasons to monitor quality in the support center, and many ways to do it. This white paper, based on recent research, reveals the current state of quality assurance in technical support centers.
Tag(s): quality assurance, white paper, trends, research

 
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

 
A well-designed, highly automated reporting framework that utilizes a balanced approach, effective graphics, clear targets, and real-time and periodic reporting, along with analysis and recommendations, is absolutely essential for IT service management to be effective in delivering quality...
Tag(s): white paper, productivity, practices and processes, metrics and measurements, best practice

 
Most IT departments can tell you how much they spend on support, but few can quantify the economic impact of support. The result is that many technical service and support organizations are on the defensive when it comes to budgeting and spending, and often struggle to get the funding needed to...
Tag(s): business of support, business value, costs, cost models, industry

 

Organizations are growing and changing, often adding support center locations in faraway places or embedding support in different business units. How can managers do their jobs effectively across time zones and cultures? When being face-to-face with staff is not a viable option, how can a...

Tag(s): webinars, workforce enablement, supportworld, remote support tools, people

 
A comprehensive list of Customer Experience information and tools.
Tag(s): customer experience, customer satisfaction, customer-satisfaction-measurement, customer service, business value, crowdsourcing, culture, customer-service-week, customer survey tools, incentives, marketing, outside-in, relationship, self-service, self-service tools

 
A comprehensive list of technology information and tools.
Tag(s): technology, social media, byod, chat, help desk software, automation, agile, cloud, cloud computing, collaboration, communications technology, devops, remote support tools, internet of things, social networking tools, social IT, software as a service - SaaS, virtual desktop infrastructure - VDI, virtual support tools, hdi buyers guide

Tag(s): support industry, service desk, best practice, business of support, trends, support models, support channels, support center, maturity models, industry, industry report, future of support, business value

 

Mobile devices are the new PCs. Employees are increasingly using them as their primary work devices and, consequently, BYOD programs are becoming more deeply embedded in the workplace. Mobile support continues to challenge service desk organizations with raised...

Tag(s): process, mobile device support, mobility, technology, technical support