Browse all desktop support content below.

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...

 

 
A good IT experience may be the key to improving employee engagement, but too often IT initiatives to improve employee experience fail miserably because IT leaders don’t have the right data to deliver what an organization needs. Here is how to change that.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction
November 9, 2020

 
Many organizations are starting to evaluate all the components that make up their operational model. It’s more important than ever to align your IT service mission with immediate and longterm objectives within your organization, and demonstrate that alignment to stakeholders.
Tag(s): supportworld, best practice, business alignment, business of support, cost models
November 3, 2020

 
The brain learns quicker and better when the learner is comfortable, so it pays to invest in making your trainees comfortable and open to learning. Here are some strategies to put learners at ease that can make training sessions more successful.
Tag(s): supportworld, best practice, training, employee engagement
November 3, 2020

 
Changes in scope of Service Asset and Configuration Management (SACM) can support organizations to shift rapidly to remote work when the next pandemic or disaster strikes. This is the final part of the “Bringing Service Home” series, which focuses on ways to operate IT service remotely.
Tag(s): supportworld, best practice, business continuity, business continuity planning, continuity management, disaster recovery, remote support tools
November 2, 2020

 
Here are instructions for how best to envision the journey of your internal or external clients from the submission of a ticket to the resolution of the problem, and beyond. By undertaking this exercise, you can reduce hurdles to great service.
Tag(s): supportworld, best practice, practices, business intelligence, communications skills, customer experience, customer satisfaction, customer-satisfaction-measurement, customer service, customer survey tools
October 28, 2020

 
Our team, our clients, and our organization are likely facing an unprecedented amount of stress during these turbulent times. Here are some tips for how team leaders can help a workforce to strengthen the characteristics that will see them through upheaval.
Tag(s): supportworld, best practice, employee engagement, employee satisfaction, practices, team building, teamwork
October 27, 2020

 
As part of our Metric of the Month series, MetricNet highlights how to measure how true artificial intelligence will help alleviate ticket volume, and free up the service team from commodity support. Now that true machine learning is possible, AI has the potential to revolutionize IT service.
Tag(s): supportworld, best practice, customer experience, IT service management, metrics and measurements
October 26, 2020

 
Too often, metrics that are considered sacred were put in place to please a forgotten stakeholder or because they came out of the box. Here’s how to revise your approach to find and create KPIs that measure what’s needed to be measured and point the way toward key goals.
Tag(s): supportworld, best practice, continual service improvement, customer survey tools, gap analysis, metrics and measurements, methodology
October 20, 2020

 
Make an effort to understand the culture and conditions on the ground where your workforce is located, and communicate regularly. Here are a few concrete steps you can take now to make the world a little smaller for your team.
Tag(s): supportworld, best practice, employee engagement, diversity, IT service management
October 20, 2020

 
Culture matters now more than ever, as team members are geographically scattered. Communication about company culture must be as clear as possible for the top down, and organizational culture must be refined and reinforced regularly. Here’s how to ensure your company’s culture thrives during...
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction
October 20, 2020