Service Management

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Featured Resource: Special Report

Service Management: Not Just for IT Anymore

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 changes in the industry, and whether ITSM has expanded beyond IT, HDI and itSMF USA collaborated on a survey to learn more about what organizations are actually doing. Learn more...


Follow these steps to map the incident management process and drive real organizational change that sticks.
Tag(s): supportworld, service management, incident management, ITSM
May 24, 2018

Ryan Ogilvie share tips for overcoming obstacles to implementing a successful knowledge management program.
Tag(s): supportworld, service management, knowledge management, KM
May 23, 2018

Service management and support professionals love solving problems, finding causes, fixing things, sharing knowledge, and helping others succeed.
Tag(s): supportworld, service management, customer service, customer experience
May 22, 2018

In 2018, HDI assembled a panel of industry experts and practitioners to create content to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements
May 17, 2018

The first step to calculate the ROI of training includes developing your training goals, baselining current performance, and creating actionable learning objectives.
Tag(s): supportworld, technical support, support center, service management, training, professional development, workforce enablement, workforce enablement
May 16, 2018

Data tells you what happened. Metadata adds value by providing information and context to help you understand why it happened.
Tag(s): supportworld, service management, ITSM
May 15, 2018

There are multiple reasons to strive for 100% linking. You want your support staff to follow the same process 100% of the time, not 60–80% of the time.
Tag(s): supportworld, KCS, knowledge management, service management
May 9, 2018

To create a successful knowledge management program, support staff need to understand the purpose.
Tag(s): supportworld, people, knowledge management, workforce enablement, workforce enablement
May 3, 2018

If you think of your career as a project, a strategic framework can help you look objectively at your career, identify targets and measures, and set your course.
Tag(s): supportworld, workforce enablement, workforce enablement, professional development, project management
May 2, 2018

Automated systems are only as good as the knowledge you provide to them.
Tag(s): automation, supportworld, technology, knowledge management
May 1, 2018