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
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
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
With hurricanes ravaging Texas and Florida, and wildfires raging in the west, we wanted to share some insights into disaster recovery so that you can be as well prepared as possible if and when a disaster finds you.
Tag(s): business continuity, disaster recovery, support operations, technical support, supportworld, coronavirus
Date Published September 14, 2017 - Last Updated March 23, 2020
Multilingual support is a growing priority for enterprise service desks.
Tag(s): supportworld, technology, support center
Date Published September 14, 2017 - Last Updated January 21, 2020
Jeff Rumburg continues his series on KPIs for service and support with a look at agent job satisfaction.
Tag(s): supportworld, metrics and measurements, workforce enablement, training
Date Published September 13, 2017 - Last Updated December 6, 2017
Enterprise service management is not about how smart IT is. It is about enabling other parts of your business to do things in better ways.
Tag(s): supportworld, service management, ITSM, IT service management
Date Published September 12, 2017 - Last Updated December 6, 2017
For technical support organizations, leaving behind a legacy system for newer technology is about providing the type of modern, seamless support users expect.
Tag(s): supportworld, technical support, tools, support center, remote support tools
Date Published September 11, 2017 - Last Updated April 19, 2019
With all the training options available today, how do you decide which is right for you or your team. Which route should you take: virtual, online, or instructor led?
Tag(s): supportworld, training, workforce enablement, certification
Date Published September 7, 2017 - Last Updated December 8, 2017
What skills will support center analysts need as advanced technologies such as machine learning and AI take their places in the businesses we support?
Tag(s): supportworld, technical support, support center, automation
Date Published September 6, 2017 - Last Updated April 19, 2019