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
Date Published April 14, 2020 - Last Updated 3 Years, 110 Days, 21 Minutes ago
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
Date Published April 9, 2020 - Last Updated 3 Years, 110 Days, 21 Minutes ago
What is preventing us from providing top-tier support and customer experience beyond the service desk?
Tag(s): supportworld, service management, ITSM, business value
Date Published March 10, 2020 - Last Updated 3 Years, 208 Days, 20 Hours, 10 Minutes ago
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
Date Published March 4, 2020 - Last Updated 3 Years, 110 Days, 21 Minutes ago
ITSM is not just about workflows and escalations and tickets and knowledge articles, but how the use of technology enables business value and outcomes.
Tag(s): supportworld, service management, practices and processes, ITSM, business value
Date Published March 3, 2020 - Last Updated 3 Years, 208 Days, 20 Hours, 10 Minutes ago
Roy Atkinson interviewed Charles Araujo about the meaning of digital transformation.
Tag(s): supportworld, technology, service management, business value
Date Published February 27, 2020 - Last Updated 3 Years, 208 Days, 20 Hours, 10 Minutes ago
Staying active in the ITSM community can help you build a network of valuable resources to continue your own growth and add value to your organization.
Tag(s): supportworld, service management, workforce enablement, technology, support center, metrics and measurements, desktop support, customer experience
Date Published February 19, 2020 - Last Updated 3 Years, 208 Days, 20 Hours, 10 Minutes ago
Technology is moving forward in unforeseen directions at an amazing pace, leaving senior leaders to wonder when, where, and how to spend their limited budgets.
Tag(s): supportworld, technology, leadership, business value
Date Published February 11, 2020 - Last Updated 3 Years, 208 Days, 20 Hours, 10 Minutes ago
The Technical Support Awards showcase individuals and teams that excel at service and support and elevate their businesses by maintaining the highest standards.
Tag(s): supportworld, workforce enablement, technology, service management, service desk, support center, metrics and measurements, desktop support, customer experience, business value
Date Published February 5, 2020 - Last Updated 3 Years, 208 Days, 20 Hours, 10 Minutes ago
IT would benefit from having someone manage all outward communication, drive adoption for internal applications, and evangelize all the great work IT has done.
Tag(s): supportworld, business value, customer experience, workforce enablement, service desk
Date Published January 31, 2020 - Last Updated 3 Years, 208 Days, 20 Hours, 10 Minutes ago