Learn what support center analysts really want when it comes to rewards and recognition.
Tag(s): workforce enablement, team building, supportworld, performance management, incentives, employee satisfaction
Date Published February 8, 2017 - Last Updated April 19, 2019
An operational level agreement (OLA) is an agreement between the IT service provider and customers that defines expectations for achieving SLAs.
Tag(s): operational level agreement - OLA, OLA, supportworld, service management, SLA, service level agreement
Date Published February 7, 2017 - Last Updated April 19, 2019
Strategic planning requires focus. For some, that means getting away from the office, blocking time on their calendar, or maybe putting on red headphones.
Tag(s): hdichat, service management, supportworld, technical support as a business
Date Published February 6, 2017 - Last Updated December 6, 2017
For technical support centers, technology and automation can play a role in improving performance and controlling costs.
Tag(s): automation, business value, costs, IT service management, performance management, productivity, service management, service quality, support center, supportworld, support operations, technical support, technology, trends
Date Published February 2, 2017 - Last Updated December 6, 2017
The support center has been called “the face of IT” because it is where customers and users of information technology interact with the IT department. But everything has changed.
Tag(s): business alignment, business value, business of support, future of support, hdi conference, leadership, support center, supportworld, technical support
Date Published February 1, 2017 - Last Updated December 6, 2017
These thought leaders are practitioners and consultants in the technical support and service management community and share insights on industry challenges and the future of the industry.
Tag(s): desktop support, customer experience, metrics and measurements, service management, support center, supportworld, technology, workforce enablement
Date Published January 31, 2017 - Last Updated December 6, 2017
While information security is high on every IT executive’s list, that may not translate into good training and procedures at the service desk.
Tag(s): hdichat, ITSM, IT service management, security management, service management, service desk, support center, supportworld, technical support, training
Date Published January 30, 2017 - Last Updated December 6, 2017
Elaine Carr explains why chunking is such a powerful training technique for support centers.
Tag(s): workforce enablement, training, supportworld, support center
Date Published January 26, 2017 - Last Updated December 6, 2017
Since HDI started conducting research specific to desktop support, more than half the organizations responding have indicated an increase in tickets year over year.
Tag(s): desktop support, research, supportworld, metrics and measurements, support operations
Date Published January 25, 2017 - Last Updated December 6, 2017
IT organizations need to do more than just think that they do service management and deliver services just because they adopted ITIL.
Tag(s): business value, ITIL, IT service management, ITSM, service management, supportworld
Date Published January 24, 2017 - Last Updated December 6, 2017