More tickets, less human contact is a recipe for burnout. Here are some concrete suggestions for how to help ensure your IT support team isn’t feeling overwhelmed. It may take a different strategy to dig out of the mountain of tickets, but it’s better than risking attrition.
Tag(s): supportworld, culture, customer experience, best practice, remote support tools, relationship
Date Published December 2, 2021 - Last Updated 2 Years, 74 Days, 17 Hours, 7 Minutes ago

 
We all know that we have two weeks, at most, to fill a position, but too often we are stuck either hiring warm bodies or putting extra workload on our team. It’s better to prepare for the inevitable departures. Here’s how.
Tag(s): supportworld, culture, customer experience, best practice, remote support tools, relationship
Date Published December 2, 2021 - Last Updated 1 Year, 39 Days, 17 Hours, 15 Minutes ago

 

 

According to recent insights from Omdia, there is “serious strategic intent from organizations to invest in … enterprise service management (ESM), demonstrating that the practice is no longer just an aspiration for many organizations and is becoming a reality...

Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published December 2, 2021 - Last Updated 2 Years, 77 Days, 20 Hours, 24 Minutes ago

Tag(s): webinars, supportworld, business value, IT service management, ITSM, infrastructure management
Date Published December 2, 2021 - Last Updated 1 Year, 54 Days, 7 Hours, 52 Minutes ago

 

 

The pandemic forced a dramatic shift towards digital-first...

Tag(s): webinars, supportworld, customer experience, support channels, technology
Date Published December 2, 2021 - Last Updated 1 Year, 54 Days, 7 Hours, 3 Minutes ago

 

 

Accelerate the digital enterprise using the principles of ITIL. ITIL best practices help increase the speed and success of your products and services and enable faster time to value.

In this Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published December 2, 2021 - Last Updated 2 Years, 77 Days, 20 Hours, 37 Minutes ago


 
A lifelong quest to find the universal values all humans seek out leads an IT manager to understand the importance of taking the hard stances to best support a team or a company. Here’s why he thinks courage might be the most important trait in this industry.
Tag(s): supportworld, culture, change management
Date Published November 22, 2021 - Last Updated 1 Year, 39 Days, 17 Hours, 15 Minutes ago

 
Change management is a wonderful process...until it isn’t. Here, an IT service and support pro who is well versed in this process describes a few things that go wrong, and provides tips for how to avoid these common pitfalls.
Tag(s): supportworld, culture, change management
Date Published November 18, 2021 - Last Updated 1 Year, 39 Days, 17 Hours, 15 Minutes ago

 
Change is hard, especially when human nature creates some very predictable and unreasonable workarounds to a perfectly good change management process. In part two of this series, here are five more pitfalls to change management, and how to do your best to avoid them.
Tag(s): supportworld, culture, change management
Date Published November 18, 2021 - Last Updated 1 Year, 39 Days, 17 Hours, 15 Minutes ago

 
Want a chance to share your wisdom and perspective with other IT service and support professionals? We’re putting out a call for those who can contribute six or more articles per year as part of our volunteer HDI featured contributor team. Read on for more details.
Tag(s): supportworld, culture
Date Published November 17, 2021 - Last Updated 1 Year, 39 Days, 17 Hours, 15 Minutes ago