Given the steady increase in ticket volumes noted over the past few years, and knowing that this is a trend that will likely continue, how can technical support teams manage this volume? For the past three years, desktop support teams have recommended three key tools.
Tag(s): supportworld, desktop support, infographic, service desk technology, technology
Date Published April 1, 2014 - Last Updated 2 Years, 197 Days, 23 Hours, 29 Minutes ago
In the current economic climate, organizations often face a surplus of applicants for job openings. In short supply, however, are qualified applicants: those who possess the right combination of in-demand skills, credentials, and experience. "The War for Talent" illustrates the business need for...
Tag(s): business of support, supportworld, infographic, staffing, workforce enablement
Date Published February 6, 2014 - Last Updated 2 Years, 197 Days, 22 Hours, 59 Minutes ago
DevOps is poised to change IT, and the same ITSM practitioners who’ve been dismissing DevOps are the ones most equipped to support DevOps initiatives and create value for the business. Find out how ITSM practitioners can contribute to this exciting organizational journey.
Tag(s): supportworld, devops, ITSM, IT service management
Date Published July 1, 2013 - Last Updated 5 Years, 49 Days, 20 Hours, 50 Minutes ago
In this webinar, HDI 2016 track chair John Custy ("Metrics and Measurements") will present a view into the future of metrics as we move out of the telephone era and into the era of multichannel and analytics, including new trends in metrics and reporting. Discover how service desk...
Tag(s): webinars, supportworld, metrics and measurements, reporting-and-analytics
Date Published - Last Updated 7 Years, 320 Days, 21 Hours, 1 Minute ago
Personalized support for VIPs can be expensive, but the value tends to outweigh the costs.
Tag(s): customer satisfaction, customer service, desktop support, employee satisfaction, service desk, support center, future of support, supportworld
Date Published - Last Updated 7 Years, 136 Days, 23 Hours, 2 Minutes ago
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Service management principles and practices have been broadening to encompass far more than IT services over the past few years. HDI research shows that more than half of...
Tag(s): supportworld, incident management, webinars
Date Published - Last Updated 1 Year, 364 Days, 21 Hours, 31 Minutes ago
We all want an engaged support organization, yet success has eluded us. According to a 2017 Gallup report, employee engagement is stuck in a rut. This interactive webinar will show you five practical ways you can quickly boost staff engagement, starting today.
Customer...
Tag(s): supportworld, incident management, webinars
Date Published - Last Updated 1 Year, 364 Days, 21 Hours, 14 Minutes ago
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Because more of our world depends on technology, complexity, criticality, and risk are all increasing, and so is the cost of...
Tag(s): supportworld, incident management, webinars
Date Published - Last Updated 5 Years, 201 Days, 21 Hours, 31 Minutes ago
Support centers track Time to Respond, Time to Answer, Handle Time, Time to Restore Service and other time-based metrics to make sure that end users are not needlessly tied up getting support, and that support analysts and technicians are providing assistance a rapidly as possible.
Tag(s): supportworld, incident management, webinars
Date Published - Last Updated 1 Year, 364 Days, 21 Hours, 18 Minutes ago
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Everyone knows changes are risky; change management is responsible for managing that change-related risk. In theory, it's simple; in the real world, it's a far cry harder. This webinar presents a...
Tag(s): supportworld, incident management, webinars
Date Published - Last Updated 5 Years, 238 Days, 22 Hours, 29 Minutes ago