Featured: The State of Service Management in 2021

This report, focusing on the state of service management in 2021, provides service management and technical support leaders with the essential insights and knowledge needed to make data-based decisions that will ultimately improve the services and support provided by their organizations and help them advance in their careers. It illustrates current practices, processes, solutions, and strategies related to service management and enterprise service management.

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There is a real need to look at why your incident and request management process does not prevent weak service experiences.
Tag(s): supportworld, best practice, IT service management
October 4, 2022

 
To do change right, make sure your organization’s new initiative is aligned with the customer journey, and provide the right resources for your team to succeed.
Tag(s): supportworld, best practice, IT service management
October 4, 2022

 
In this IndustryVoices piece contributed by Freshworks, an argument is made that breaking down the barriers of these two management systems can create a strong synergy.
Tag(s): supportworld, best practice, IT service management
October 4, 2022

 
In this IndustryVoices blogpost, an argument is made that creating a good employee digital experience means striking the right balance of technology, organizational structure, and culture.
Tag(s): supportworld, best practice, employee satisfaction
September 27, 2022

 
It is difficult to avoid that dreaded meeting invite for your entire career. Here is how to get yourself ready, both mentally and professionally.
Tag(s): supportworld, best practice, IT service management
September 21, 2022

 
Simple surveys may mask deeper problems in your IT service process. Here is a method to ensure the best experience every time.
Tag(s): best practice, business intelligence, business of support, customer experience, customer satisfaction, supportworld
September 21, 2022

 
With an influx of new hires, it’s essential to find ways to flatten the learning curve. Tightening up your knowledge management can help.
Tag(s): best practice, supportworld, knowledge management
September 20, 2022

 
Now that customer experience is the differentiator in the IT service business landscape, it’s time to make sure we are paying attention to the micro-moments of the customer journey.
Tag(s): best practice, business intelligence, supportworld
September 19, 2022

 
Too often, IT is expected to add new technology to tackle challenges. HDI 2022 Featured Contributor Don Varela argues that sometimes, we can do more with less.
Tag(s): supportworld, best practice, IT service management
September 14, 2022

 
Here’s an overview of the most-important metrics for measuring success in this field. Take a look and see which to emphasize in your organization.
Tag(s): best practice, supportworld, continual service improvement
September 14, 2022