Featured: The State of Service Management in 2021

This report, focusing on the state of service management in 2021, provides service management and technical support leaders with the essential insights and knowledge needed to make data-based decisions that will ultimately improve the services and support provided by their organizations and help them advance in their careers. It illustrates current practices, processes, solutions, and strategies related to service management and enterprise service management.

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In part 2 of this series on continuous improvement through a shift-left focus, here is an overview of beginning steps for implementing new efficiency strategies. Also included is a suggestion for initial goals to measure success once those strategies are implemented.

Tag(s): supportworld, service quality, service management, best practice
December 6, 2021

 
A discussion of why owning end-to-end service delivery is critical to your career. In part 1 of 2 in this series, we discuss how to do a thoughtful analysis to determine the best path forward for implementing shift-left strategies within your IT department.
Tag(s): supportworld, service quality, service management, best practice
December 6, 2021

 
More tickets, less human contact is a recipe for burnout. Here are some concrete suggestions for how to help ensure your IT support team isn’t feeling overwhelmed. It may take a different strategy to dig out of the mountain of tickets, but it’s better than risking attrition.
Tag(s): supportworld, culture, customer experience, best practice, remote support tools, relationship
December 2, 2021

 
We all know that we have two weeks, at most, to fill a position, but too often we are stuck either hiring warm bodies or putting extra workload on our team. It’s better to prepare for the inevitable departures. Here’s how.
Tag(s): supportworld, culture, customer experience, best practice, remote support tools, relationship
December 2, 2021

 
Initiatives to integrate chatbots or voice recognition tools that do not take the customer’s experience into account may be doomed to failure. Here’s why taking the time to map out the customer journey may save a lot of headaches for automation efforts.
Tag(s): supportworld, culture, customer experience, best practice
December 2, 2021

 

 

According to recent insights from Omdia, there is “serious strategic intent from organizations to invest in … enterprise service management (ESM), demonstrating that the practice is no longer just an aspiration for many organizations and is becoming a reality...

Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
December 2, 2021

 

 

According to recent insights from Omdia, there is “serious strategic intent from organizations to invest in … enterprise service management (ESM), demonstrating that the practice is no longer just an aspiration for many organizations and is becoming a reality...

Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
December 2, 2021

 

 

Accelerate the digital enterprise using the principles of ITIL. ITIL best practices help increase the speed and success of your products and services and enable faster time to value.

In this Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
December 2, 2021


 
A lifelong quest to find the universal values all humans seek out leads an IT manager to understand the importance of taking the hard stances to best support a team or a company. Here’s why he thinks courage might be the most important trait in this industry.
Tag(s): supportworld, culture, change management
November 22, 2021

 
Authentication is necessary, but it shouldn’t come at the cost of the customer experience, and too often customers rebel at being questioned. Automated authentication tools may be the rare instance when tech can help avoid a pitfall in interactions with customers.
Tag(s): supportworld, service quality, service management, best practice, security management
November 19, 2021