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
Learn how one service desk manager overcame real-world challenges with people, process, and technology to create a high-performing support center.
Tag(s): supportworld, service management, ITSM, workforce enablement, technology, process
Date Published September 22, 2017 - Last Updated December 6, 2017
Simone Moore was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Simone to be involved in the community.
Tag(s): supportworld, leadership, community, ITSM, service management, technical support
Date Published September 19, 2017 - Last Updated December 6, 2017
Before buying your service management expertise, the other business units will want to look around to see what kind of condition IT is in.
Tag(s): supportworld, service management
Date Published September 19, 2017 - Last Updated December 6, 2017