The customer experience will gain a lot from a choreographed dance routine between ITSM and DevOps.
Tag(s): supportworld, customer experience, devops, ITSM, service management
October 15, 2019
When changing your ITSM tool, the way the change is handled greatly determines the speed of adoption and the overall success of the transition.
Tag(s): supportworld, service management, ITSM, tools, workforce enablement, workforce enablement
October 10, 2019
Today’s tech support professional needs to focus less on script-based support and more on monitoring, connectivity, and security.
Tag(s): supportworld, support center, workforce enablement, workforce enablement, service desk, future of support
October 9, 2019
Carlos Casanova delves into how to apply a systems approach to conquer the challenges of implementing a CMDB.
Tag(s): supportworld, service management, service desk, configuration management
October 8, 2019
It is a good idea to have periodic check-ins with your team to make sure everyone is clear on the expectations for goals and objectives.
Tag(s): supportworld, workforce enablement, workforce enablement, people, leadership
October 4, 2019
A Business Continuity Plan can be invaluable in the case of minor incidents and a huge benefit in the unfortunate event the full BCP has to be activated.
Tag(s): supportworld, service management, disaster recovery, business continuity, business continuity planning
October 2, 2019
Roy Atkinson interviewed Michael Kublin about getting organizations un-stuck and practicing leadership wherever you are.
Tag(s): supportworld, workforce enablement, leadership, coaching
October 1, 2019
Understand why continual service improvement efforts are often abandoned after initial success and how to successfully integrate CSI activities into normal operations.
Tag(s): supportworld, service management, continual service improvement, process-improvement, practices and processes, methodology, framework and methodologies
September 27, 2019
Jeff Rumburg explains how a handful of critical metrics can be combined to create an overall picture of individual agent performance: the Agent Balanced Scorecard.
Tag(s): supportworld, metrics and measurements, workforce enablement, workforce enablement
September 25, 2019
Now is a great time to take a good, hard look at your support strategy and consider a mobile-first approach.
Tag(s): supportworld, support center, customer experience, desktop support, mobile device support
September 24, 2019