In our continuing series on shifting to a value-driven service management model, Alma Miller discusses the lessons she learned from a disastrous 24-hour road trip with her family. During the trip, she learned the value of abandoning a plan that isn’t working for all stakeholders.
Tag(s): supportworld, service quality, service management, best practice
May 17, 2021

 
Whereas once customer experience was something IT service and support put on the backest of backburners, the concept has now become front and center in the competitive IT landscape. Doug Rabold has a somewhat heretical suggestion for how to meet that demand.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
May 5, 2021

 
We ask five questions of Roy Atkinson, CEO and Principal Advisor at Clifton Butterfield, LLC. Roy is part of HDI’s Strategic Advisory Board, composed of industry thought leaders, practitioners and solution providers who help us keep close tabs on the customer insights and support center and...
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
May 4, 2021

 
New AI may now be able to take on repetitive managerial tasks. Here’s a case for utilizing new automation tools to ensure that your organization’s processes and procedures are followed efficiently and correctly, and an introductory overview of workflow automation.
Tag(s): supportworld, best practice, business continuity, business of support, customer service, security management
April 28, 2021

 
E-commerce sales are booming, and businesses have chosen expediency over security as they raced to keep up with customer demand during the COVID-19 pandemic. As the dust now settles on that sea change, it pays to find ways to make sure every transaction is secure.
Tag(s): supportworld, best practice, business continuity, business of support, customer service, security management
April 28, 2021

 
One of the easiest tools to assist in continuous process improvement is the process control chart. It can help track when things go outside the norm, and help you diagnose problems in your service management. Here is a quick overview.
Tag(s): supportworld, business continuity, best practice, change management, incident management
April 20, 2021

 
The pandemic has called into question traditional thinking on workforce management. Here is a case for why that may be a good thing for both employees and businesses. In short, flexible scheduling may help meet the needs of surging customer demand and fill small shifts at odd hours.
Tag(s): supportworld, business of support, employee satisfaction, employee engagement
April 14, 2021

 
Too often, organizations simply look at the bottom line as the end goal, but those utilizing ITIL 4 might want to dive deeper to come to agreement on the differing definitions of value. Here is a snapshot of that discussion.
Tag(s): supportworld, business of support, ITIL, ITSM
April 14, 2021

 
Every change initiative may die a silent death unless it is clearly documented and the process solves the problems your workforce faces. Here is a look at the value of clearly documenting processes, and then checking to make sure that what is written is what is being done.
Tag(s): supportworld, business of support, business alignment, IT service management, IT-business alignment
April 14, 2021

 
It’s one thing to launch a continuous process improvement program, but it’s another to sustain it. Here, an analyst looks at some on-the-ground processes to keep momentum up for improvement. He suggests that it’s important for everyone on your team to question the process and troubleshoot for...
Tag(s): supportworld, continual service improvement, best practice, business alignment, IT service management
April 7, 2021