Mike Hanson shares tactics and leadership lessons gained from evolving the desktop support model to a more scalable approach.
Tag(s): supportworld, support center, desktop support, culture
Date Published January 16, 2018 - Last Updated December 13, 2018
Technical support is not going away anytime soon…
Tag(s): supportworld, support center, technical support, automation, staffing
Date Published December 28, 2017 - Last Updated December 20, 2017
Today’s service management tools make it easy to publish dashboards showing the current state of IT service and support. But the tendency is to overdo things a bit…
Tag(s): supportworld, metrics and measurements, dashboards, business value, business alignment
Date Published December 19, 2017 - Last Updated December 18, 2017
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 and Service Management.
Tag(s): supportworld, support center, workforce enablement, technology, service management, desktop support, customer experience, metrics and measurements
Date Published December 7, 2017 - Last Updated December 12, 2017
If led, managed, and resourced properly, organizational change management has the power to increase adoption rates and improve utilization of new technology.
Tag(s): supportworld, people, organizational change management, service management, change management, technology
Date Published November 22, 2017 - Last Updated August 9, 2018
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 March 10, 2021
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 December 6, 2017
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 December 6, 2017
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