Here's everything we have on the topic of service management.
Tag(s): service management, KCS, KM, knowledge management, knowledge-management-systems, ITIL, best practice, problem management, continual service improvement, change management, service catalog, IT service management, ITSM, asset management, capacity management, configuration management, continuity management, framework, framework and methodologies, infrastructure change management, infrastructure management, organizational change management, process management, project management, release management, risk management, security management, service continuity management, service delivery, service strategy, service transition, service quality, service support
Date Published November 17, 2014 - Last Updated July 21, 2023
The expansion of the principles of IT service management (ITSM) to areas outside of IT has been a topic of conversation in the hallways and gathering places at conferences and meetings for several years. In order to learn how service support practices have adapted and been adapted as a result of...
Tag(s): business of support, supportworld, infographic, service management, ITSM, service strategy
Date Published October 15, 2014 - Last Updated March 10, 2021
It can be a challenge to find professionals that have the right mix of technical and customer service skills to be successful as desktop support technicians (DSTs). Learn about the requirements and expectations for DSTs so you can better address the hiring challenge from both the recruiting and...
Tag(s): business of support, supportworld, infographic, staffing, workforce enablement, desktop support
Date Published October 15, 2014 - Last Updated March 10, 2021
Leaders in the technical support industry continue to be preoccupied with managing support for the mobile workforce. With 86% of support organizations feeling pressured to prove their value to the business, taking full advantage of supporting mobility is more important than ever.
Tag(s): business of support, supportworld, infographic, mobility, mobile device support, technology
Date Published April 24, 2014 - Last Updated March 10, 2021
Given the steady increase in ticket volumes noted over the past few years, and knowing that this is a trend that will likely continue, how can technical support teams manage this volume? For the past three years, desktop support teams have recommended three key tools.
Tag(s): supportworld, desktop support, infographic, service desk technology, technology
Date Published April 1, 2014 - Last Updated March 10, 2021
In the current economic climate, organizations often face a surplus of applicants for job openings. In short supply, however, are qualified applicants: those who possess the right combination of in-demand skills, credentials, and experience. "The War for Talent" illustrates the business need for...
Tag(s): business of support, supportworld, infographic, staffing, workforce enablement
Date Published February 6, 2014 - Last Updated March 10, 2021
There are many benefits to remote support. For best results, follow these good practices.
Tag(s): white paper, remote support tools, best practice
Date Published June 22, 2012 - Last Updated December 30, 2014
All support organizations operate along a continuum of maturity. Newer organizations, and those that have not yet matured, tend to be chaotic and reactive. By contrast, the most mature organizations are calm, focused, and disciplined. Those in the latter category operate very strategically, and...
Tag(s): business of support, customer service, customer satisfaction, metrics and measurements, practices and processes
Date Published June 12, 2012 - Last Updated May 11, 2016
How would you react if you find yourself in the middle of a disaster? For example, imagine you’re at work and your boss tells you to go home because there is a hurricane coming, or the city is flooding. Forget about the standard corporate response or the enterprise disaster readiness procedures....
Tag(s): technology, social media, disaster recovery, communications skills, communications technology, incident management, best practice, process
Date Published June 12, 2012 - Last Updated May 11, 2016
When it comes to collaboration, there is no shortage of tools on the market these days. From instant messaging to file sharing, here are a couple of ways technology is changing the way we work together.
Tag(s): technology, communications technology, collaboration
Date Published June 12, 2012 - Last Updated May 11, 2016