Did you know workspace analytics can help your support team save hours in productivity? Read to learn how easily you can optimize your service desk!
Tag(s): supportworld, technical support, automation, infographic
Date Published November 10, 2017 - Last Updated 3 Years, 19 Days, 11 Hours, 56 Minutes ago
Jeff Rumburg continues his series on KPIs for service and support with a look at desktop support cost per ticket.
Tag(s): supportworld, metrics and measurements, desktop support, costs, cost per ticket
Date Published October 18, 2017 - Last Updated 6 Years, 114 Days, 16 Hours, 48 Minutes ago
Value Stream Mapping can be an effective leadership, collaboration, and problem-solving technique, but only if you obey these tips and warning hazards.
Tag(s): supportworld, service management, ITSM, IT service management, collaboration
Date Published October 4, 2017 - Last Updated 6 Years, 114 Days, 16 Hours, 48 Minutes ago
Self-service options empower end users to resolve problems on their own and free up technical support teams to handle more complex issues.
Tag(s): supportworld, technical support, service desk, self-service, self-service tools, support center
Date Published September 25, 2017 - Last Updated 6 Years, 114 Days, 16 Hours, 48 Minutes ago
Simone Moore was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Simone to be involved in the community.
Tag(s): supportworld, leadership, community, ITSM, service management, technical support
Date Published September 19, 2017 - Last Updated 6 Years, 114 Days, 16 Hours, 48 Minutes ago
With hurricanes ravaging Texas and Florida, and wildfires raging in the west, we wanted to share some insights into disaster recovery so that you can be as well prepared as possible if and when a disaster finds you.
Tag(s): business continuity, disaster recovery, support operations, technical support, supportworld, coronavirus
Date Published September 14, 2017 - Last Updated 4 Years, 6 Days, 12 Hours, 14 Minutes ago
For technical support organizations, leaving behind a legacy system for newer technology is about providing the type of modern, seamless support users expect.
Tag(s): supportworld, technical support, tools, support center, remote support tools
Date Published September 11, 2017 - Last Updated 4 Years, 345 Days, 11 Hours, 58 Minutes ago
What skills will support center analysts need as advanced technologies such as machine learning and AI take their places in the businesses we support?
Tag(s): supportworld, technical support, support center, automation
Date Published September 6, 2017 - Last Updated 4 Years, 345 Days, 11 Hours, 58 Minutes ago
When Elon University decided to implement change management, the biggest problem was getting stakeholders on board with the process.
Tag(s): supportworld, service management, ITSM, ITIL, IT service management, change management
Date Published August 31, 2017 - Last Updated 4 Years, 345 Days, 11 Hours, 58 Minutes ago
Change management process design and execution depend on a number of factors. Here are some of the do’s and don’ts for success.
Tag(s): supportworld, ITIL, IT service management, service management, change management, process
Date Published August 24, 2017 - Last Updated 5 Years, 288 Days, 10 Hours, 27 Minutes ago