Service Management

Browse all service management content below.

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...


Rolling out KCS practices is the easy part; keeping a culture of knowledge sharing where employees want to participate is where things get tricky.
Tag(s): supportworld, support center, KCS, KM, knowledge management, workforce enablement, workforce enablement, culture
March 13, 2018

IT maturity is defined by the collective set of IT capabilities; it’s about what the IT department can do for the business.
Tag(s): supportworld, service management, maturity models
March 8, 2018

A good SLA provides mutual benefit to both the IT organization and the business it serves.
Tag(s): supportworld, service management, SLA, service level agreement, ITSM, business value
March 1, 2018

IT workflows need a well-thought-out process of categorization, prioritization, escalation, and alerting developed to meet the needs of the business.
Tag(s): supportworld, process management, ITSM, ITIL, service management
February 21, 2018

Step outside your comfort zone of stock reporting to ask and answer unique questions of your ITSM data. It will likely pay off huge dividends.
Tag(s): supportworld, metrics and measurements, ITSM, KPI
February 6, 2018

Workforce managers often fall into the trap of documenting and managing the skills needed for today’s operational needs, not projecting the skills needed for innovation.
Tag(s): supportworld, workforce enablement, workforce enablement, service management, ITSM, support center
February 1, 2018

Develop a strategic framework to show senior leaders how your initiative helps the organization achieve its mission, vision, and goals.
Tag(s): supportworld, service management, framework, framework and methodologies, business value, business alignment
January 30, 2018

If end users are the primary security concern, the solution is to integrate the service desk with cybersecurity efforts.
Tag(s): supportworld, security management, technology, service management, support center
January 26, 2018

Adopt these ITIL guiding principles for service management to increase value for your customers.
Tag(s): supportworld, service management, ITIL, ITSM, leadership
January 23, 2018

These thought leaders are practitioners and consultants in technical support and service management who share insights with the community.
Tag(s): supportworld, support center, workforce enablement, workforce enablement, technology, metrics and measurements, customer experience, customer service, desktop support, service management
January 19, 2018