The top five SupportWorld articles of 2016 cover themes tech support professionals tackle every day, including customer service, knowledge management, service metrics, gamification, shift-left, and the future of the service desk.
Tag(s): supportworld, support center, desktop support, service management, metrics and measurements, technology, customer experience, workforce enablement
Date Published December 20, 2016 - Last Updated 4 Years, 344 Days, 18 Hours, 31 Minutes ago
Learn what the business or IT partner wants to know, and then look at your current reports and metrics to see if they answer the question.
Tag(s): benchmarking, business value, metrics and measurements, reporting, supportworld
Date Published December 15, 2016 - Last Updated 7 Years, 104 Days, 17 Hours, 47 Minutes ago
The service desk role needs to expand beyond handling calls and tickets to become a true service management organization.
Tag(s): business alignment, future of support, governance, IT-business alignment, IT service management, process management, support center, supportworld
Date Published December 15, 2016 - Last Updated 7 Years, 104 Days, 17 Hours, 47 Minutes ago
Desktop support is more than just the “people who repair computers.” Desktop support technicians cover a wide range of responsibilities supporting many tasks.
Tag(s): focus series, supportworld, asset management, desktop support, ITIL, mobile device support, security management, technical support, trends, VDI, virtual desktop infrastructure - VDI
Date Published December 15, 2016 - Last Updated 7 Years, 104 Days, 17 Hours, 47 Minutes ago
Detection and referral of problems is an important way in which the support center contributes to the overall improvement of any organization’s IT environment.
Tag(s): incident management, problem management, support center, supportworld, business value
Date Published December 14, 2016 - Last Updated 7 Years, 104 Days, 17 Hours, 48 Minutes ago
Providing trustworthy advice and helping to steer customers in the right direction are more important now than the ability to provide hardware and software services.
Tag(s): customer experience, customer service, technical support, supportworld, shadow-it, business of support
Date Published December 7, 2016 - Last Updated 7 Years, 84 Days, 22 Hours, 30 Minutes ago
In last week's #HDIchat, participants discussed their favorite metrics.
Tag(s): hdichat, supportworld, metrics and measurements, reporting-and-analytics, business value
Date Published December 6, 2016 - Last Updated 7 Years, 104 Days, 17 Hours, 48 Minutes ago
Who has made an impact on the technical support industry? Help us put together the list of HDI’s Top 25 Thought Leaders in Technical Support.
Tag(s): support center, desktop support, service management, metrics and measurements, technology, customer experience, workforce enablement
Date Published December 5, 2016 - Last Updated 4 Years, 344 Days, 18 Hours, 31 Minutes ago
Until you can show the value the support center contributes to the business, it will be difficult to get approval for any substantial improvements the support center needs.
Tag(s): focus series, supportworld, support center, business value, business alignment
Date Published December 1, 2016 - Last Updated 7 Years, 150 Days, 25 Minutes ago
Enterprise service management provides an opportunity for IT to assume a vital role within the organization, bringing specific expertise and experience to the enterprise as a whole.
Tag(s): focus series, supportworld, business value, service management, ITSM, IT service management, IT-business alignment
Date Published December 1, 2016 - Last Updated 4 Years, 344 Days, 18 Hours, 31 Minutes ago