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The Latest from SupportWorld
IT provides services to the business, and ITSM enables IT to react accordingly when those services don’t perform as designed. It’s important that IT and the business are on the same page when it comes to key events, and that they approach those events with the same sense of urgency. This...
Tag(s): ITSM, IT service management, supportworld
In today’s increasingly competitive world, customers are always looking for more from their service providers: better response times, improved uptime, lower costs, personal service, a better overall experience, etc. Your company’s leaders and its shareholders have their own needs: lower costs,...
Tag(s): support models, supportworld
Next.IT—the emergence of digital services, social networks, mobile technology solutions, Big Data analytics, cloud computing, and the Internet of Things—is upon us, and growing quickly. But this doesn’t mean that IT management and business service management are going to go away; these...
Tag(s): maturity models, supportworld
These days, most companies have hectic social schedules. From baby showers to retirement parties, cross-generational events like these are examples of how diverse our workforce is right now. Many of us are lamenting the fact that ...
Tag(s): future of support, workforce enablement, supportworld
Service desks come in all shapes and sizes, depending on the needs of those they serve. Service offerings, KPIs, and service level targets will vary, and some will meet those needs better than others, providing not just business value but a partnership based on common goals. However, what holds...
Tag(s): service desk, support industry, supportworld
Improving service management requires organizations to do things differently, and doing things differently requires organizational change. This white paper describes a straightforward, reproducible method of managing organizational change that will help ensure the success of any service...
Tag(s): white paper, service management, practices and processes, change management, organizational change management, supportworld