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Featured Resource: Industry Report

2018 Technical Support Practices & Salary Report 

The data reported in the annual Technical Support Practices & Salary Report provides insight into current processes, technologies, metrics, staffing, and salaries in support centers and desktop support. Learn more...


Industry experts and practitioners discussed the future of service and support in this one-day virtual summit.
Tag(s): supportworld, coronavirus, customer experience, customer service, desktop support, metrics and measurements, service management, support center, technology, workforce enablement, workforce enablement
May 29, 2020

Enterprise Service Management extends the use of service management practices, processes, and tools across business units outside of IT.
Tag(s): service management, supportworld, ITSM, business value
May 26, 2020

Whether we call it a process or a practice, if we aren’t engaged and working together collaboratively, we won’t produce value for the business.
Tag(s): supportworld, service management, ITIL, business value
May 14, 2020

A well-done value stream map helps organizations understand what the customer values and the most efficient way of delivering that value.
Tag(s): supportworld, service desk, continual service improvement, business value, support center, service management, customer experience
May 12, 2020

The path to success often isn’t a straight line. Driving change and continuous improvement often necessitates an iterative approach.
Tag(s): supportworld, service management, technical support, continual service improvement
May 6, 2020

Discover the ways change management can help your organization deliver better service.
Tag(s): supportworld, service management, ITSM, ITIL, change management
April 15, 2020

Roy Atkinson interviewed Ben Brennan on metrics and customer experience for IT and technical support.
Tag(s): supportworld, customer experience, metrics and measurements, technical support, podcast
April 14, 2020

The ingredients are a few key activities with the correct proportions of people, process, and technology.
Tag(s): supportworld, service management, tools, ITSM, business value
April 9, 2020

What is preventing us from providing top-tier support and customer experience beyond the service desk?
Tag(s): supportworld, service management, ITSM, business value
March 10, 2020

The status quo can no longer be accepted. People need to work up, down, and across the organization to drive change.
Tag(s): supportworld, workforce enablement, customer experience, collaboration, coronavirus
March 4, 2020