The expansion of the principles of IT service management (ITSM) to areas outside of IT has been a topic of conversation in the hallways and gathering places at conferences and meetings for several years. In order to learn how service support practices have adapted and been adapted as a result of...
Tag(s): business of support, supportworld, infographic, service management, ITSM, service strategy
Date Published October 15, 2014 - Last Updated March 10, 2021
Leaders in the technical support industry continue to be preoccupied with managing support for the mobile workforce. With 86% of support organizations feeling pressured to prove their value to the business, taking full advantage of supporting mobility is more important than ever.
Tag(s): business of support, supportworld, infographic, mobility, mobile device support, technology
Date Published April 24, 2014 - Last Updated March 10, 2021
Given the steady increase in ticket volumes noted over the past few years, and knowing that this is a trend that will likely continue, how can technical support teams manage this volume? For the past three years, desktop support teams have recommended three key tools.
Tag(s): supportworld, desktop support, infographic, service desk technology, technology
Date Published April 1, 2014 - Last Updated March 10, 2021
In the current economic climate, organizations often face a surplus of applicants for job openings. In short supply, however, are qualified applicants: those who possess the right combination of in-demand skills, credentials, and experience. "The War for Talent" illustrates the business need for...
Tag(s): business of support, supportworld, infographic, staffing, workforce enablement
Date Published February 6, 2014 - Last Updated March 10, 2021
DevOps is poised to change IT, and the same ITSM practitioners who’ve been dismissing DevOps are the ones most equipped to support DevOps initiatives and create value for the business. Find out how ITSM practitioners can contribute to this exciting organizational journey.
Tag(s): supportworld, devops, ITSM, IT service management
Date Published July 1, 2013 - Last Updated August 6, 2018
In this webinar, HDI 2016 track chair John Custy ("Metrics and Measurements") will present a view into the future of metrics as we move out of the telephone era and into the era of multichannel and analytics, including new trends in metrics and reporting. Discover how service desk...
Tag(s): webinars, supportworld, metrics and measurements, reporting-and-analytics
Date Published - Last Updated November 9, 2015
Personalized support for VIPs can be expensive, but the value tends to outweigh the costs.
Tag(s): customer satisfaction, customer service, desktop support, employee satisfaction, service desk, support center, future of support, supportworld
Date Published - Last Updated May 11, 2016
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Service management principles and practices have been broadening to encompass far more than IT services over the past few years. HDI research shows that more than half of...
Tag(s): supportworld, incident management, webinars
Date Published - Last Updated September 24, 2021
We all want an engaged support organization, yet success has eluded us. According to a 2017 Gallup report, employee engagement is stuck in a rut. This interactive webinar will show you five practical ways you can quickly boost staff engagement, starting today.
Customer...
Tag(s): supportworld, incident management, webinars
Date Published - Last Updated September 24, 2021
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Because more of our world depends on technology, complexity, criticality, and risk are all increasing, and so is the cost of...
Tag(s): supportworld, incident management, webinars
Date Published - Last Updated March 7, 2018