Harness the power of chatbots to offload simple support questions and scale your service desk operations.
Tag(s): supportworld, service management, support center, knowledge management, chat
July 17, 2019
Borrowing from Lean principles, you can give your ITSM processes and technologies a routine dusting and set your service desk up for success.
Tag(s): supportworld, service management, ITSM, lean
July 16, 2019
Learn how to make IT fun again with gamification.
Tag(s): supportworld, service management, ITSM, gamification, workforce enablement
July 10, 2019
The seven guiding principles of ITIL 4 take the focus off process and place it squarely on value.
Tag(s): supportworld, service management, ITSM, ITIL, business value
July 9, 2019
Conquering burnout on the service desk can be as simple as changing your perspective.
Tag(s): supportworld, workforce enablement, workforce enablement, people
July 4, 2019
If you make it a point to master managing conflict, it will serve you well your entire career.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership
July 3, 2019
Are you suffering with an ITIL adoption that has fallen short? DevOps thinking can help, but that doesn’t mean that you must scrap what you’re doing with ITIL.
Tag(s): supportworld, service management, ITSM, ITIL, devops
July 2, 2019
Jeff Rumburg defines how value is created in IT service and support.
Tag(s): supportworld, metrics and measurements, business value, ROI, return on investment - ROI
June 27, 2019
When your staff succeeds, your customers are better cared for, which has a direct impact on your bottom line.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, coaching
June 26, 2019
Roy Atkinson interviewed Jeff Toister about hidden obstacles to good customer service, the importance of empathy, what causes broken systems, and more.
Tag(s): supportworld, customer experience, customer satisfaction
June 25, 2019