The service desk role needs to expand beyond handling calls and tickets to become a true service management organization.
Tag(s): business alignment, future of support, governance, IT-business alignment, IT service management, process management, support center, supportworld
Date Published December 15, 2016 - Last Updated December 15, 2016
Learn what the business or IT partner wants to know, and then look at your current reports and metrics to see if they answer the question.
Tag(s): benchmarking, business value, metrics and measurements, reporting, supportworld
Date Published December 15, 2016 - Last Updated December 15, 2016
To adopt a knowledge management strategy, First American had to embrace the idea that KM is a requirement for continuous improvement and sustainable success for the service desk.
Tag(s): KCS, KM, knowledge management, supportworld, support center, case study
Date Published December 15, 2016 - Last Updated July 19, 2018
Detection and referral of problems is an important way in which the support center contributes to the overall improvement of any organization’s IT environment.
Tag(s): incident management, problem management, support center, supportworld, business value
Date Published December 14, 2016 - Last Updated December 15, 2016
The more senses we use in learning something, the easier it is to remember. We also know that telling people information alone does not mean that it is understood nor remembered, much less used on the job.
Tag(s): supportworld, training, workforce enablement, support center, people
Date Published December 13, 2016 - Last Updated April 19, 2019
Providing trustworthy advice and helping to steer customers in the right direction are more important now than the ability to provide hardware and software services.
Tag(s): customer experience, customer service, technical support, supportworld, shadow-it, business of support
Date Published December 7, 2016 - Last Updated January 4, 2017
In last week's #HDIchat, participants discussed their favorite metrics.
Tag(s): hdichat, supportworld, metrics and measurements, reporting-and-analytics, business value
Date Published December 6, 2016 - Last Updated December 15, 2016
Until you can show the value the support center contributes to the business, it will be difficult to get approval for any substantial improvements the support center needs.
Tag(s): focus series, supportworld, support center, business value, business alignment
Date Published December 1, 2016 - Last Updated October 31, 2016
Enterprise service management provides an opportunity for IT to assume a vital role within the organization, bringing specific expertise and experience to the enterprise as a whole.
Tag(s): focus series, supportworld, business value, service management, ITSM, IT service management, IT-business alignment
Date Published December 1, 2016 - Last Updated April 19, 2019
One of the top reasons people leave an organization is because of personality differences. But there are two easy barometers you can use to adapt to others and communicate more successfully.
Tag(s): communications skills, employee satisfaction, people, support center, supportworld, workforce enablement
Date Published December 1, 2016 - Last Updated September 8, 2017