Ensure that your training goals are aligned with overall business goals and establish measurements for gauging effectiveness of that training.
Tag(s): supportworld, training, business alignment, metrics and measurements, technical support
October 31, 2018
Everyone in the organization should be involved in preventing cyberattacks, including service desk staff.
Tag(s): supportworld, support center, service desk, security management
October 30, 2018
Learn how to integrate troubleshooting and knowledge into your self-service portal to transform your customers’ experience with incident management.
Tag(s): supportworld, ITSM, service management, self-service, incident management, customer experience
October 25, 2018
Learn how PowerSchool’s service desk developed a service catalog, standardized processes, and established SLAs to deliver quality service and restore their reputation.
Tag(s): supportworld, service management, ITSM, IT Service Management - ITSM, Ticket Management, customer experience, case study
October 24, 2018
Roy Atkinson and Jim Bolton discuss how problem management can help businesses and organizations find causes for and permanently fix what’s going wrong in the IT realm.
Tag(s): supportworld, problem management, ITSM, IT service management, service management, podcast
October 23, 2018
Responsive design, self-help, and AI are three technologies you can implement to achieve a people-centric self-service environment that customers want to use.
Tag(s): supportworld, service management, ITSM, IT service management, self-service, automation
October 18, 2018
Implementing a new ticketing system involves not just changing a system, but also the people and processes connected to that system.
Tag(s): supportworld, service management, ITSM, change management, tools
October 17, 2018
To optimize the customer experience and achieve greater customer satisfaction, we must recognize and address the work-style preferences of modern knowledge workers.
Tag(s): supportworld, customer experience, customer satisfaction
October 16, 2018
For this Metric of the Month, Jeff Rumburg looks at a staffing metric, ratio of agents to total headcount.
Tag(s): supportworld, metrics and measurements, staffing
October 11, 2018
Roy Atkinson interviewed Greg Sanker to discuss the current state of service management and how change management can serve business.
Tag(s): supportworld, service management, ITSM, change management
October 10, 2018