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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...

 

 
Service and support organizations face many complexities and challenges. The challenge is to find the time to dig in to the data and address what’s going on and why.
Tag(s): supportworld, metrics and measurements, service management, business value
August 8, 2019

 
Jeff Rumburg shares a case study that calculates the ROI for a particular support organization.
Tag(s): supportworld, metrics and measurements, business value, ROI
July 31, 2019

 
The goal of change management is to control risk and minimize disruption to associated IT services and business operations. The implementation can be challenging. But it can be done.
Tag(s): supportworld, service management, ITSM, change management
July 24, 2019

 
The seven guiding principles of ITIL 4 take the focus off process and place it squarely on value.
Tag(s): supportworld, service management, ITSM, ITIL, business value
July 9, 2019

 
Jeff Rumburg defines how value is created in IT service and support.
Tag(s): supportworld, metrics and measurements, business value, ROI, return on investment - ROI
June 27, 2019

 
Faced with a 40% turnover on the service desk, this manager tried a different approach to interviewing analyst and technician candidates, with great success.
Tag(s): supportworld, workforce enablement, workforce enablement, desktop support, support center
June 6, 2019

 
Metrics help us understand our performance and ultimately drive our improvements and service levels. But metrics for the sake of metrics are useless.
Tag(s): supportworld, metrics and measurements, business value
May 15, 2019

 
Explaining WHY something is important in your knowledge base makes the information relevant and increases the value it brings to the business you serve.
Tag(s): supportworld, service management, knowledge management, business value
April 10, 2019

 
IT organizations that struggle to describe how they deliver value describe value in terms of technology or activities or cost rather than in terms of business value.
Tag(s): supportworld, business value, service management
March 6, 2019

 
How do you manage the changes being implemented by your cloud hosting vendor that could adversely affect your services and your customers?
Tag(s): supportworld, ITIL, ITSM, service management, cloud, change management
February 27, 2019