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 December 6, 2017
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 December 6, 2017
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 March 23, 2020
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 April 19, 2019
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 April 19, 2019
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 April 19, 2019
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 April 25, 2024
Too often, organizations oversimplify and understrategize the move to enterprise service management. Here are five things you should do before tackling ESM.
Tag(s): supportworld, service management, business of support, business value
Date Published August 23, 2017 - Last Updated December 6, 2017
There’s a term floating around the development world that the service desk can adopt. It’s called microservices.
Tag(s): supportworld, desktop support, technical support, service desk, service management
Date Published July 27, 2017 - Last Updated December 6, 2017
It’s time to examine the tiered support model and determine where and when an alternative model such as swarming makes sense.
Tag(s): supportworld, ITIL, ITSM, service management, service strategy, future of support
Date Published July 20, 2017 - Last Updated December 6, 2017