Research shows that students forget 70 percent of what they are taught within 24 hours of the training experience.
Tag(s): supportworld, training, certification, technical support, workforce enablement, workforce enablement
Date Published April 18, 2018 - Last Updated December 13, 2018
The value of the assets you have pales in comparison to the data on those assets and entry points to your network.
Tag(s): supportworld, service management, security management, costs, asset management
Date Published April 10, 2018 - Last Updated April 8, 2020
Optum’s End User Technology Services harnessed a focus on teamwork and implemented centralized services where needed to help them achieve team excellence.
Tag(s): supportworld, support center, service management, workforce enablement, technology, metrics and measurements, desktop support, customer experience, hdi conference
Date Published March 28, 2018 - Last Updated December 13, 2018
Marsh & McLennan tackled a growing service desk, software updates, language barriers, and integration from mergers and acquisitions to achieve team excellence.
Tag(s): supportworld, workforce enablement, technology, service management, support center, metrics and measurements, customer experience, desktop support, hdi conference
Date Published March 27, 2018 - Last Updated December 13, 2018
The Houston Independent School District overcame challenges with leadership turnover, hardware rollouts, knowledge management, and business systems to achieve team excellence.
Tag(s): supportworld, workforce enablement, workforce enablement, service management, technology, metrics and measurements, customer experience, customer service, desktop support, support center, hdi conference
Date Published March 26, 2018 - Last Updated December 13, 2018
A good SLA provides mutual benefit to both the IT organization and the business it serves.
Tag(s): supportworld, service management, SLA, service level agreement, ITSM, business value
Date Published March 1, 2018 - Last Updated December 13, 2018
Jeff Rumburg looks at percent resolved level 1 capable, a desktop support metric that provides insight into total cost of ownership for service and support.
Tag(s): supportworld, metrics and measurements, desktop support
Date Published February 15, 2018 - Last Updated December 13, 2018
Jeff Rumburg looks at percent resolved level 1 capable, a desktop support metric that provides insight into total cost of ownership for service and support.
Tag(s): supportworld, metrics and measurements, desktop support
Date Published February 14, 2018 - Last Updated December 13, 2018
Develop a strategic framework to show senior leaders how your initiative helps the organization achieve its mission, vision, and goals.
Tag(s): supportworld, service management, framework, framework and methodologies, business value, business alignment
Date Published January 30, 2018 - Last Updated December 13, 2018
These thought leaders are practitioners and consultants in technical support and service management who share insights with the community.
Tag(s): supportworld, support center, workforce enablement, workforce enablement, technology, metrics and measurements, customer experience, customer service, desktop support, service management
Date Published January 19, 2018 - Last Updated January 23, 2019