In training, you can guide learners’ attention to what is most important by using repetition, telling stories, asking questions, and creating relevant hands-on activities.
Date Published March 29, 2017 - Last Updated December 6, 2017
Problem management is supposed to help identify and remediate the underlying causes of unplanned interruptions (incidents) to services.
Date Published March 27, 2017 - Last Updated April 19, 2019
In order for support organizations to be truly successful, ticket documentation should be an every time event, not a sometimes event.
Date Published March 23, 2017 - Last Updated December 6, 2017
SLAs establish a minimum level of service a tech support organization will provide to customers.
Date Published March 22, 2017 - Last Updated December 6, 2017
We often hear about the skills drought in IT and how difficult it is to find qualified staff. Follow these steps to improve your chances of finding the right candidate.
Date Published March 21, 2017 - Last Updated December 6, 2017
The computer is meant to serve the person, not the other way around. The purpose of technical service and support is to restore the assistance technology offers.
Date Published March 16, 2017 - Last Updated December 6, 2017
Coaching is a critical strategy for the implementation and ongoing health of the knowledge base.
Date Published March 15, 2017 - Last Updated August 15, 2018
From tax law to setting up new accounts, automation is finding its role in IT. Have you automated any processes?
Date Published March 9, 2017 - Last Updated December 6, 2017
When support centers offer self-service, does it truly save money or merely shift the work to the customer?
Date Published March 7, 2017 - Last Updated December 6, 2017
Self-service is a top strategy for many service businesses. But the rush to offer self-service technologies comes with major obstacles and risks.
Date Published March 2, 2017 - Last Updated December 6, 2017