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The Latest from SupportWorld
These days, most companies have hectic social schedules. From baby showers to retirement parties, cross-generational events like these are examples of how diverse our workforce is right now. Many of us are lamenting the fact that ...
Tag(s): future of support, workforce enablement, supportworld
Next.IT—the emergence of digital services, social networks, mobile technology solutions, Big Data analytics, cloud computing, and the Internet of Things—is upon us, and growing quickly. But this doesn’t mean that IT management and business service management are going to go away; these...
Tag(s): maturity models, supportworld
Is this the year the walls around IT and support finally come down, once and for all? There is a well-recognized chasm in many enterprises. On one side are the engineers and support people who keep the organization on the technological cutting edge; on the other is ...
Tag(s): workforce enablement, business of support, supportworld
The HDI Strategic Advisory Board (SAB) launched an ambitious project to look ahead about five years and make some assertions about where the technical service and support industry will be by the year 2020.
Tag(s): future of support, supportworld
We’re living in a world in which virtually everything has been changed—disrupted, you might say—by the integration of technology into nearly every facet of life. Technology is now at the center of our professional and personal lives. While there are exceptions, for most of us, it’s difficult to ...
Tag(s): future of support, supportworld
Senior leaders are a key factor in the success of any support operation. Positive outcomes hinge on support leaders’ ability to embrace the executive team’s strategic vision and execute plans to achieve the desired results. Regardless of the resources you have at your disposal ...
Tag(s): leadership, workforce enablement, supportworld
Times are changing - can you say the same about your ability to lead? Technology has enabled new ways of working, and Millennials (those born in the 1980s and 1990s) bring never-before-seen ...
Tag(s): leadership, future of support, workforce enablement, supportworld
IT provides services to the business, and ITSM enables IT to react accordingly when those services don’t perform as designed. It’s important that IT and the business are on the same page when it comes to key events, and that they approach those events with the same sense of urgency. This...
Tag(s): ITSM, IT service management, supportworld
In today’s increasingly competitive world, customers are always looking for more from their service providers: better response times, improved uptime, lower costs, personal service, a better overall experience, etc. Your company’s leaders and its shareholders have their own needs: lower costs,...
Tag(s): support models, supportworld
Have you ever experienced an outage to a critical business system? It’s reasonable to presume that nearly every organization has faced this situation at one time or another. When it happened at my company, Medtronic, we initiated a program to prevent it from happening again. The first step was to ..
Tag(s): service management, ITSM, supportworld