Demonstrating the value of IT for the business is more important than ever. Follow these 5 IT governance steps for value delivery.
Tag(s): supportworld, governance, business value, ITSM, project management
Date Published February 14, 2017 - Last Updated December 6, 2017
Change is the only constant, especially if you’re in the world of technical support. Teams move and change, processes need to be changed, and technology and tools change.
Tag(s): supportworld, support operations, support center, technology, problem management, knowledge management, metrics and measurements, hdichat
Date Published February 13, 2017 - Last Updated December 6, 2017
For technical support centers, technology and automation can play a role in improving performance and controlling costs.
Tag(s): automation, business value, costs, IT service management, performance management, productivity, service management, service quality, support center, supportworld, support operations, technical support, technology, trends
Date Published February 2, 2017 - Last Updated December 6, 2017
The support center has been called “the face of IT” because it is where customers and users of information technology interact with the IT department. But everything has changed.
Tag(s): business alignment, business value, business of support, future of support, hdi conference, leadership, support center, supportworld, technical support
Date Published February 1, 2017 - Last Updated December 6, 2017
These thought leaders are practitioners and consultants in the technical support and service management community and share insights on industry challenges and the future of the industry.
Tag(s): desktop support, customer experience, metrics and measurements, service management, support center, supportworld, technology, workforce enablement
Date Published January 31, 2017 - Last Updated December 6, 2017
While information security is high on every IT executive’s list, that may not translate into good training and procedures at the service desk.
Tag(s): hdichat, ITSM, IT service management, security management, service management, service desk, support center, supportworld, technical support, training
Date Published January 30, 2017 - Last Updated December 6, 2017
Elaine Carr explains why chunking is such a powerful training technique for support centers.
Tag(s): workforce enablement, training, supportworld, support center
Date Published January 26, 2017 - Last Updated December 6, 2017
IT organizations need to do more than just think that they do service management and deliver services just because they adopted ITIL.
Tag(s): business value, ITIL, IT service management, ITSM, service management, supportworld
Date Published January 24, 2017 - Last Updated December 6, 2017
Often, when IT organizations first stand up a formal problem management process, the technical staff are unsure as to when to open a problem record.
Tag(s): incident management, IT service management, ITIL, ITSM, problem management, service desk, service management, supportworld
Date Published January 19, 2017 - Last Updated December 6, 2017
Review the metrics you report for your support center more than once a year, and you’ll be better equipped to answer questions and request investments.
Tag(s): best practice, metrics and measurements, supportworld, support center, reporting-and-analytics
Date Published January 18, 2017 - Last Updated December 6, 2017