With flat or decreasing budgets the reality for most service desks, you can use metrics to help you prioritize work based on the needs of your organization.
Tag(s): supportworld, metrics and measurements, service desk, business of support, business value
Date Published February 5, 2019 - Last Updated December 17, 2019
Being able to effectively ramp up your new team members will not only contribute to your bottom line but will also create a more engaging workplace.
Tag(s): supportworld, workforce enablement, workforce enablement, training, technical support
Date Published February 1, 2019 - Last Updated December 17, 2019
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
Date Published January 25, 2019 - Last Updated December 17, 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
Date Published January 4, 2019 - Last Updated December 17, 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
Date Published January 3, 2019 - Last Updated December 17, 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
Date Published December 19, 2018 - Last Updated 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
Date Published December 18, 2018 - Last Updated February 13, 2019
HDI community members share ideas for collaborating between and consolidating service desks.
Tag(s): supportworld, support center, service desk, collaboration, ITSM
Date Published December 12, 2018 - Last Updated December 13, 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
Date Published December 4, 2018 - Last Updated December 13, 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
Date Published November 30, 2018 - Last Updated December 13, 2018