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The Latest from SupportWorld
Cheryl Buzicky, a trusted expert at Infinite Campus, wins the 2026 HDI Best Service & Support Analyst award for her technical skill, empathy, and mentorship.
Date Published May 27, 2026 - Last Updated May 27, 2026
The ticketless service desk is transforming IT support by prioritizing employee experience, outcomes, and happiness over outdated ticket-based metrics.
Date Published May 18, 2026 - Last Updated May 18, 2026
Date Published May 12, 2026 - Last Updated May 12, 2026
Discover why employee retention isn't about enforcing longevity but fostering growth, trust, and career progression to build a sustainable workforce.
Date Published May 5, 2026 - Last Updated May 5, 2026
Learn how to optimize service desk operations by focusing on outcome metrics like MTTR, FCR, CSAT, and backlog aging to drive meaningful improvements.
Date Published May 1, 2026 - Last Updated May 1, 2026
Explore how subtle, consistent changes in mindset and actions can shape your leadership, relationships, and success, creating meaningful impact over time.
Date Published April 28, 2026 - Last Updated April 28, 2026
Here's how IT service desks can adopt AI sustainably. Learn a practical lifecycle for embedding intelligence, strengthening knowledge, and enabling governed automation.
Date Published April 27, 2026 - Last Updated April 27, 2026
AI is already transforming ITSM, but stigma holds us back. Learn how embracing AI can boost efficiency, transparency, and innovation in service desk operations.
Date Published April 20, 2026 - Last Updated April 23, 2026
Explore the evolution of virtual agents, from scripted replies to AI-driven automation, and learn practical tips for deploying them effectively in service desks.
Date Published April 13, 2026 - Last Updated April 13, 2026
Olympic training offers a powerful model for AI-driven Customer Service Management. This article shows how service leaders can strengthen people, process, data, technology, and culture to build high-performance service delivery with ITIL discipline, ServiceNow-ready AI, and measurable customer...
Date Published April 8, 2026 - Last Updated April 8, 2026