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
Date Published October 24, 2018 - Last Updated December 13, 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
Date Published October 23, 2018 - Last Updated September 30, 2020
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
Date Published October 18, 2018 - Last Updated December 13, 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
Date Published October 17, 2018 - Last Updated December 13, 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
Date Published October 16, 2018 - Last Updated December 13, 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
Date Published October 11, 2018 - Last Updated December 13, 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
Date Published October 10, 2018 - Last Updated December 13, 2018
Understand the four ways organizations damage the customer experience and four strategies to win back customer confidence.
Tag(s): supportworld, customer experience, customer satisfaction, team building, teamwork, workforce enablement, workforce enablement
Date Published October 9, 2018 - Last Updated December 13, 2018
HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Tag(s): supportworld, support center, technology, workforce enablement, customer experience, desktop support, service management, metrics and measurements
Date Published October 4, 2018 - Last Updated December 13, 2018
If you want to improve the customer experience, look beyond the confines of the IT box and understand how your business delivers service and achieves it business objectives.
Tag(s): supportworld, technical support, customer experience
Date Published October 3, 2018 - Last Updated December 13, 2018