Gregg Gregory was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what challenges he anticipates for service management.
Tag(s): supportworld, customer service, customer experience
Date Published October 17, 2017 - Last Updated December 6, 2017
Assess the capabilities of both your tool and your team to provide service management to the areas of your business that are getting aboard the ESM train.
Tag(s): supportworld, service management, IT service management, ITSM, tools
Date Published October 11, 2017 - Last Updated December 6, 2017
See how Minnesota State University, Mankato is working to nurture a culture around knowledge sharing and gamified training for all support center employees.
Tag(s): supportworld, support center, knowledge management, gamification, training, workforce enablement, workforce enablement
Date Published October 10, 2017 - Last Updated December 6, 2017
Value Stream Mapping can be an effective leadership, collaboration, and problem-solving technique, but only if you obey these tips and warning hazards.
Tag(s): supportworld, service management, ITSM, IT service management, collaboration
Date Published October 4, 2017 - Last Updated December 6, 2017
Patrick Bolger was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Patrick to be involved in the community.
Tag(s): supportworld, service management, ITSM, IT service management
Date Published October 3, 2017 - Last Updated December 6, 2017
With recent events in Las Vegas, Texas, Florida, and the Caribbean, it is ever more important that we serve our communities, in both small and significant ways, to help them recover and thrive.
Tag(s): supportworld, customer service, customer-service-week, community, disaster recovery
Date Published October 2, 2017 - Last Updated October 2, 2020
Taking teams from fractured to functional is essential to an organization’s ability to achieve stated goals and meet the expectations of its stakeholders.
Tag(s): supportworld, workforce enablement, workforce enablement, team building
Date Published September 29, 2017 - Last Updated December 6, 2017
For success in Enterprise Service Management, IT must understand that other business units have their own vocabularies and many IT terms mean something different.
Tag(s): supportworld, ITIL, service management
Date Published September 27, 2017 - Last Updated December 6, 2017
AI and automation allow IT departments to create better customer-supporting solutions.
Tag(s): supportworld, automation, service desk, service management
Date Published September 26, 2017 - Last Updated June 15, 2018
Self-service options empower end users to resolve problems on their own and free up technical support teams to handle more complex issues.
Tag(s): supportworld, technical support, service desk, self-service, self-service tools, support center
Date Published September 25, 2017 - Last Updated December 6, 2017