The pace of change is dizzying and the consumerization of IT is forcing profound changes in how organizations deliver IT services.
Tag(s): self-service, best practice, business of support, supportworld
Date Published January 16, 2015 - Last Updated 7 Years, 323 Days, 16 Hours, 18 Minutes ago
Before choosing a new service management tool, you need to know what your service management needs are and also what the expectations of your business are.
Tag(s): best practice, change management, supportworld
Date Published January 1, 2015 - Last Updated 7 Years, 323 Days, 16 Hours, 17 Minutes ago
This infographic shares five ways to impress your customers in technical support. From knowing which inbound contact channels are most utilized to staying on top of how customers feel about the support they receive, this graphic is chock full of statistics about the industry based on HDI's research.
Tag(s): business of support, supportworld, infographic, customer service, customer experience, customer satisfaction
Date Published December 12, 2014 - Last Updated 3 Years, 19 Days, 15 Hours, 43 Minutes ago
Here's everything we have on the topic of service management.
Tag(s): service management, KCS, KM, knowledge management, knowledge-management-systems, ITIL, best practice, problem management, continual service improvement, change management, service catalog, IT service management, ITSM, asset management, capacity management, configuration management, continuity management, framework, framework and methodologies, infrastructure change management, infrastructure management, organizational change management, process management, project management, release management, risk management, security management, service continuity management, service delivery, service strategy, service transition, service quality, service support
Date Published November 17, 2014 - Last Updated 251 Days, 8 Hours, 41 Minutes ago
The expansion of the principles of IT service management (ITSM) to areas outside of IT has been a topic of conversation in the hallways and gathering places at conferences and meetings for several years. In order to learn how service support practices have adapted and been adapted as a result of...
Tag(s): business of support, supportworld, infographic, service management, ITSM, service strategy
Date Published October 15, 2014 - Last Updated 3 Years, 19 Days, 15 Hours, 52 Minutes ago
It can be a challenge to find professionals that have the right mix of technical and customer service skills to be successful as desktop support technicians (DSTs). Learn about the requirements and expectations for DSTs so you can better address the hiring challenge from both the recruiting and...
Tag(s): business of support, supportworld, infographic, staffing, workforce enablement, desktop support
Date Published October 15, 2014 - Last Updated 3 Years, 19 Days, 15 Hours, 59 Minutes ago
Leaders in the technical support industry continue to be preoccupied with managing support for the mobile workforce. With 86% of support organizations feeling pressured to prove their value to the business, taking full advantage of supporting mobility is more important than ever.
Tag(s): business of support, supportworld, infographic, mobility, mobile device support, technology
Date Published April 24, 2014 - Last Updated 3 Years, 19 Days, 16 Hours, 5 Minutes ago
Given the steady increase in ticket volumes noted over the past few years, and knowing that this is a trend that will likely continue, how can technical support teams manage this volume? For the past three years, desktop support teams have recommended three key tools.
Tag(s): supportworld, desktop support, infographic, service desk technology, technology
Date Published April 1, 2014 - Last Updated 3 Years, 19 Days, 16 Hours, 42 Minutes ago
In the current economic climate, organizations often face a surplus of applicants for job openings. In short supply, however, are qualified applicants: those who possess the right combination of in-demand skills, credentials, and experience. "The War for Talent" illustrates the business need for...
Tag(s): business of support, supportworld, infographic, staffing, workforce enablement
Date Published February 6, 2014 - Last Updated 3 Years, 19 Days, 16 Hours, 13 Minutes ago
There are many benefits to remote support. For best results, follow these good practices.
Tag(s): white paper, remote support tools, best practice
Date Published June 22, 2012 - Last Updated 9 Years, 91 Days, 20 Hours, 45 Minutes ago