Developing a good improvement strategy can be hard, so we've compiled a list of best practice principles to give your support organization a leg up.
Tag(s): supportworld, ITSM, service management, ITIL, process management, process-improvement, practices and processes, framework and methodologies, continual service improvement
Date Published January 26, 2024 - Last Updated March 15, 2024
While continual improvement is important for every part of every IT organization, the lack of continual improvement practices may have the most significant impact on the service desk. The irony is that the service desk is sitting on a gold mine of data that could be used to identify and drive...
Tag(s): supportworld, ITSM, service management, continual service improvement, process management, process-improvement, practices and processes
Date Published January 24, 2024 - Last Updated February 16, 2024
Forget robots taking over and stealing jobs! 2024 is about augmenting us, the human heroes, with the superpowers of conversational and generative AI. So, contact center leaders and tech support gurus, listen up!
Tag(s): supportworld, artificial intelligence, ITSM, service management, ITIL, business value, future of support
Date Published January 19, 2024 - Last Updated February 16, 2024
In today's scenario, where customers expect agile and seamless service delivery, traditional hierarchical structures with isolated teams are fast becoming obsolete. Let's break down these silos!
Tag(s): supportworld, agile, best practice, people, staffing, support models, teamwork, team building
Date Published January 17, 2024 - Last Updated February 20, 2024
With input from our community, we celebrate those who have done great work to build the collective knowledge base of the technical support and service management profession.
Tag(s): supportworld, collaboration, community, leadership, technical support, service management
Date Published January 11, 2024 - Last Updated February 16, 2024
Unveiling the Sexy Side of ITSM
Tag(s): supportworld, support models, service design, service catalog, service level agreement, service level, service strategy, service management
Date Published January 9, 2024 - Last Updated April 4, 2024
Rigorous status management can streamline IT support to give experience management practices the boost they need. Here's how.
Tag(s): supportworld, support models, service design, service catalog, service level agreement, service level, service strategy, service management
Date Published January 9, 2024 - Last Updated February 20, 2024
January is named for the mythical Roman Janus, who had two faces, one looking forward and the other looking back. Let’s use that approach to see what 2023 brought and what we can see of 2024 as a result.
Tag(s): supportworld, artificial intelligence, ITSM, service management, ITIL, business value, future of support
Date Published January 8, 2024 - Last Updated February 16, 2024
Familiarize yourself with the benefits and value of operating a problem management practice within an organization; explore the purpose of root cause investigation and analysis, as well as various approaches to performing problem investigations.
Tag(s): Director, Service Management, Manager, Team Lead, problem solving and troubleshooting, problem management
Date Published January 1, 2024 - Last Updated April 11, 2024
From identifying the metrics that are valuable to service centers to six things you should be doing when managing people, this year, we covered a variety of topics to make your work easier. Read on to find out our top four articles of 2023.
Tag(s): supportworld, leadership, artificial intelligence, service management, configuration management, asset management, service level management, service level agreement, people
Date Published December 28, 2023 - Last Updated December 22, 2023