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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Change management is a wonderful process...until it isn’t. Here, an IT service and support pro who is well versed in this process describes a few things that go wrong, and provides tips for how to avoid these common pitfalls.
Tag(s): supportworld, culture, change management
November 18, 2021

 
Change is hard, especially when human nature creates some very predictable and unreasonable workarounds to a perfectly good change management process. In part two of this series, here are five more pitfalls to change management, and how to do your best to avoid them.
Tag(s): supportworld, culture, change management
November 18, 2021

 
In a passage from her book, “Trust Me - Restore Belief & Confidence in an Uncertain World”, Lea Brovedani demonstrates how managers think trust in their leadership is higher than it often is, and why that’s important to fix.
Tag(s): supportworld, culture, best practice, practices and processes
November 9, 2021

 
Automation is only a benefit when it is implemented correctly and for the right reasons. If done poorly, it can even create more work for your team. Here, we walk you through a step-by-step process on how to determine what to automate and how best to do it.
Tag(s): supportworld, service quality, service management, best practice, automation, ROI
November 3, 2021

 
In the world of service management, we’re not evaluating products, but services, which are even more difficult to comprehensively assess via customer surveys alone. Here’s how to make sure the data you are getting is much more than noise.
Tag(s): customer service, customer survey tools, ITIL, supportworld
November 2, 2021

 
Moving operations into the cloud doesn't have to be a floating nightmare, but it isn’t a cure-all for organizational shortcomings, either. Here we list five common migration mistakes. If you can avoid them, it can go a long way to ensuring a smooth and fast transition.
Tag(s): supportworld, service quality, service management, best practice, cloud, cloud computing
October 28, 2021

 
Strategic thinking is not only a requirement for achieving senior level positions, but also a required skill in creating your service strategy. It’s the process of learning from your experiences on what works and what doesn’t work that makes us a better strategic service leader. Here’s how.
Tag(s): supportworld, service quality, service management, best practice
October 27, 2021

 
Securing a cloud environment is much more difficult than securing a traditional computer network, as it offers so many more soft targets for unlawful entry and chances for accidental data erasure. Here, a cloud cybersecurity expert walks readers through three aspects of cloud security to begin...
Tag(s): supportworld, service quality, service management, best practice, cloud, cloud computing
October 21, 2021

 
Production assurance is an organizational and process alignment designed to protect the production environment of an organization when the going gets rough. See how this process worked in a step-by-step walkthrough with Medtronic when that organization experienced a significant outage.
Tag(s): service management, ITSM, supportworld
October 19, 2021

 
Dealing with a ransomware attack when it’s happening is extremely difficult. It’s better to put the work in now to shield your business from such attacks, or at least from the worst effects of such attacks. Here are some tips from a cybersecurity expert on how to do that.
Tag(s): supportworld, service quality, service management, best practice
October 19, 2021