These thought leaders are practitioners and consultants in technical support and service management who share insights with the community.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, support center, service management, customer experience, desktop support
January 25, 2019
ITSM exists in every organization that leverages technology in achieving business results. But good ITSM has to be more than just answering the phone or making a change.
Tag(s): supportworld, service management, business value, ITSM, IT service management
January 4, 2019
Contrary to reports that tech support is diminishing with advances in artificial intelligence and automation, the support industry is holding steady.
Tag(s): supportworld, technical support, support center, research, automation, metrics and measurements
January 3, 2019
Create learning objectives and baseline performance and then calculate your ROI to show how training benefits the business.
Tag(s): supportworld, support center, metrics and measurements, business value, training
December 19, 2018
The role of the service and support manager is to monitor and optimize the use of people, process, and tools to perform services that deliver value.
Tag(s): supportworld, service management, technical support, technology, trends
December 18, 2018
HDI community members share ideas for collaborating between and consolidating service desks.
Tag(s): supportworld, support center, service desk, collaboration, ITSM
December 12, 2018
We don’t really know what the next few years will bring in technological advances and disruption from AI and automation. But we need to be prepared for change.
Tag(s): supportworld, technology, technical support, automation
December 4, 2018
Help us identify the people who are shaping the future of technical support and service management. Choose the Top 25 Thought Leaders for 2018.
Tag(s): supportworld, technical support, workforce enablement, service management, support center, customer experience, desktop support, technology, metrics and measurements
November 30, 2018
You can create efficiencies in your service desk and increase employee productivity with smart technologies like AI, machine learning, and automations.
Tag(s): supportworld, service management, automation, tools, technical support, service desk technology
November 29, 2018
Automating code release along with early communication and planning help lower risk and reduce bureaucracy for change management.
Tag(s): supportworld, service management, change management, ITSM
November 20, 2018