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Featured Resource: Industry Report

2018 Technical Support Practices & Salary Report 

The data reported in the annual Technical Support Practices & Salary Report provides insight into current processes, technologies, metrics, staffing, and salaries in support centers and desktop support. Learn more...


The ability to improve is a critical capability for the modern IT organization.
Tag(s): supportworld, service management, business value, continual service improvement
January 15, 2020

Leaders are facing quickly advancing technologies that will transform all areas, processes, roles, and functions within their organizations.
Tag(s): supportworld, workforce enablement, technology, support center, service management, metrics and measurements, leadership, desktop support, customer experience
January 14, 2020

Meet the industry experts and practitioners who want to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements
January 10, 2020

Phyllis Drucker offers a bit of help identifying IT improvements that will take your service up a notch.
Tag(s): supportworld, service management, customer experience, framework and methodologies, desktop support
January 7, 2020

The Housing 21 Information Services Team improved service delivery to the organization when they brought a non-IT team into a formal change management process.
Tag(s): supportworld, service management, service desk, support center, customer experience, change management
December 19, 2019

Julie Mohr walks through a step-by-step process for creating an incident categorization scheme that will work for your organization.
Tag(s): supportworld, service management, incident management, process, process management, change management
December 11, 2019

Understand the four key areas to evaluate to have an effective review process for technology implementations.
Tag(s): supportworld, technology, business value
November 29, 2019

Learn to use the Business Maturity Index to gauge your organization’s maturity and measure your progress as you execute on business strategy.
Tag(s): supportworld, business value, maturity models, service management, metrics and measurements
November 26, 2019

Help us identify those people who are shaping the future of technical support and service management.
Tag(s): supportworld, workforce enablement, support center, service management, people, leadership, metrics and measurements, customer experience, desktop support
November 19, 2019

With the right strategy, asset management, governance, and IT security can complement and support each other.
Tag(s): supportworld, service management, asset management, security management, governance
October 22, 2019