Learn the first steps to creating a strategy that is simple, relevant, and achievable and that keeps up with the pace of change in today's business environments.
Tag(s): supportworld, service management, business value, leadership, support center
Date Published September 6, 2019 - Last Updated December 17, 2019
Successful change management requires getting buy in from stakeholders.
Tag(s): supportworld, service management, change management, case study
Date Published August 28, 2019 - Last Updated December 17, 2019
Understanding, focusing on, and improving value is the most important thing any service and support organization can do.
Tag(s): supportworld, business value, service management, ITIL, ITSM
Date Published August 21, 2019 - Last Updated December 17, 2019
Too often, quality programs stop at the scorecards and support staff focus on the numbers instead of creating a great customer experience.
Tag(s): supportworld, technical support, customer experience, workforce enablement, workforce enablement, metrics and measurements, balanced scorecard, quality assurance
Date Published August 15, 2019 - Last Updated August 15, 2019
Learn how an IT organization centralized the fulfillment process to improve efficiency, create a better customer experience, and save money.
Tag(s): supportworld, service management, customer experience, asset management
Date Published August 13, 2019 - Last Updated December 17, 2019
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
Date Published August 8, 2019 - Last Updated 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
Date Published July 31, 2019 - Last Updated December 17, 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
Date Published July 24, 2019 - Last Updated December 17, 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
Date Published July 9, 2019 - Last Updated December 17, 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
Date Published June 27, 2019 - Last Updated December 17, 2019