In the coming year, businesses will shift to a hybrid virtual/physical workplace for the long term, and IT service providers will need to adapt to meet the needs of this changing workplace. Here are some suggestions for how to do that.
Tag(s): supportworld, service quality, technology, service desk, service desk technology, service management
January 11, 2021
While the implementation process for a chatbot is relatively easy, you must establish a strategy that lets you experiment and learn from the experience.
Tag(s): supportworld, automation, technology, knowledge management
December 23, 2020
Change management should focus less on outputs and more on the desired outcomes the organization requires of change.
Tag(s): supportworld, service management, change management, business value, agile, devops, ITIL
December 17, 2020
Inclusion is not just a box to be checked off for a public relations advantage. A diverse and inclusive workforce offers advantages to the bottom line for a business. Learn how to enlist frontline workers for the best results with any inclusion initiative.
Tag(s): supportworld, communications skills, customer service, ethics, people, best practice, collaboration
December 16, 2020
IT service and support is all about working with technology, but sometimes teams may resist automation to their processes. Here is an argument for how ITSM automation might benefit a team by streamlining processes and increasing chances for customer feedback.
Tag(s): supportworld, service desk, automation, ITIL, ITSM
December 9, 2020
The previous year was a pivotal one for service management, helping the profession prove its worth within companies. The coming year will continue to offer opportunities for digital optimization, enhanced employee experience, more automation, and wider use of knowledge management.
Tag(s): supportworld, chat, automation, employee engagement, employee satisfaction, knowledge management, knowledge-management-systems
November 24, 2020
Service level agreements are often driven and defined entirely by IT people without collaboration or agreement, and as such they are only concerned with measuring individual IT components, rather than the cumulative sum effect of these, as they are used. Here is a discussion of a different way.
Tag(s): supportworld, best practice, agile, business alignment, customer satisfaction, framework and methodologies, KPI, practices, relationship
November 11, 2020
Changes in scope of Service Asset and Configuration Management (SACM) can support organizations to shift rapidly to remote work when the next pandemic or disaster strikes. This is the final part of the “Bringing Service Home” series, which focuses on ways to operate IT service remotely.
Tag(s): supportworld, best practice, business continuity, business continuity planning, continuity management, disaster recovery, remote support tools
November 2, 2020
A restaurant kitchen may seem like chaos, and yet it functions well even during surges in demand and unexpected challenges. Adaptability, clear communications, and a commitment to an orderly and efficient process help things run smoothly. Many IT departments could learn a thing or two about this.
Tag(s): supportworld, best practice, agile, capacity management, change management, communications skills
October 1, 2020
The Service and Support Awards showcase individuals and teams that excel at service and support and elevate their businesses by maintaining the highest standards.
Tag(s): supportworld, workforce enablement, workforce enablement, support center, service management, service desk, technology, metrics and measurements, desktop support, customer experience
August 13, 2020