A good SLA provides mutual benefit to both the IT organization and the business it serves.
Tag(s): supportworld, service management, SLA, service level agreement, ITSM, business value
Date Published March 1, 2018 - Last Updated December 13, 2018
Artificial Intelligence, machine learning, bots, and other automation tools are poised to make a large impact on support.
Tag(s): supportworld, metrics and measurements, automation
Date Published February 27, 2018 - Last Updated December 13, 2018
While chatbots may be able to make customer support quicker, cheaper, and easier, your organization may not be bot-ready. Ask yourself eight questions to find out.
Tag(s): supportworld, support center, automation, customer experience
Date Published February 22, 2018 - Last Updated February 1, 2019
IT workflows need a well-thought-out process of categorization, prioritization, escalation, and alerting developed to meet the needs of the business.
Tag(s): supportworld, process management, ITSM, ITIL, service management
Date Published February 21, 2018 - Last Updated December 13, 2018
Automation has the potential to improve IT service and support. But that potential will be realized only if we determine how we are going to apply the technology.
Tag(s): supportworld, technology, automation
Date Published February 20, 2018 - Last Updated December 13, 2018
Research suggests that many companies are aware of their shortcomings in mobile support and have plans to address it.
Tag(s): supportworld, support center, technology, mobile device support, mobility
Date Published February 16, 2018 - Last Updated December 13, 2018
Jeff Rumburg looks at percent resolved level 1 capable, a desktop support metric that provides insight into total cost of ownership for service and support.
Tag(s): supportworld, metrics and measurements, desktop support
Date Published February 15, 2018 - Last Updated December 13, 2018
Jeff Rumburg looks at percent resolved level 1 capable, a desktop support metric that provides insight into total cost of ownership for service and support.
Tag(s): supportworld, metrics and measurements, desktop support
Date Published February 14, 2018 - Last Updated December 13, 2018
The top challenges you face at work are not technical or financial; they are emotional and relational.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, people
Date Published February 14, 2018 - Last Updated March 7, 2019
Vicki Rogers shares her strategies for building a team that works together to meet SLAs and improve customer satisfaction.
Tag(s): supportworld, support center, leadership, workforce enablement, workforce enablement, team building, teamwork
Date Published February 13, 2018 - Last Updated December 13, 2018