Learn why changing our data source from cases to articles moves us from reactive to proactive problem management for tech support.
Tag(s): supportworld, service management, problem management, knowledge management, KM
Date Published April 20, 2017 - Last Updated December 6, 2017
We are on the threshold of an era when we can take advantage of advanced technologies to assist us and, more importantly, those we support.
Tag(s): supportworld, technology, self-service tools, self-service, technical support, trends
Date Published April 19, 2017 - Last Updated December 6, 2017
This #HDIchat tackled the topic of getting your team obsessed with service. Jeff Toister joined the Twitter chat as our guest expert.
Tag(s): customer experience, supportworld, hdichat, customer satisfaction, customer service
Date Published April 17, 2017 - Last Updated December 6, 2017
You can use two analysis techniques, combined with the relevant data from your knowledge repository, to help problem management start to fulfill its promise.
Tag(s): supportworld, service management, ITSM, ITIL, problem management, knowledge management
Date Published April 12, 2017 - Last Updated December 6, 2017
Technology hard trends in artificial intelligence, cyber security systems, cloud computing, data analytics, and virtualization will shape the future of tech support.
Tag(s): supportworld, support center, technology, future of support, cloud, security management
Date Published April 11, 2017 - Last Updated December 6, 2017
Consider whether reporting against knowledge article usage, as evidenced by linking articles to incidents, is a better way to prioritize incident types for problem management.
Tag(s): supportworld, problem management, knowledge management, ITIL, ITSM, service management
Date Published April 6, 2017 - Last Updated December 6, 2017
Metrics help us staff at the correct levels, show that we’ve improved (or not), and help keep us on track…when they are used properly.
Tag(s): supportworld, hdichat, metrics and measurements
Date Published April 5, 2017 - Last Updated December 6, 2017
There is hope for problem management to be proactive by marrying problem management with knowledge management/knowledge sharing practices.
Tag(s): supportworld, service management, problem management, knowledge management, ITSM
Date Published March 30, 2017 - Last Updated December 6, 2017
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.
Tag(s): supportworld, support center, workforce enablement, training
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.
Tag(s): supportworld, problem management, service management, support center, hdichat
Date Published March 27, 2017 - Last Updated April 19, 2019