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...

 

 
Consider this advice to be a successful IT service management consultant.
Tag(s): supportworld, service management, ITSM, IT service management
June 29, 2017

 
Matt Hooper was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Matt to be involved in the community.
Tag(s): supportworld, leadership, ITSM, service management, technology
June 27, 2017

 
Learn how one support center made the journey to shift left.
Tag(s): self-service, supportworld, service management, support center, ITSM, workforce enablement
June 21, 2017

 
Jeff Rumburg was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Jeff to be involved in the community.
Tag(s): supportworld, metrics and measurements, leadership, benchmarking, KPI, service management
June 20, 2017

 
According to HDI research, support ticket volume including both incidents and service requests has gone up year after year. But why are things breaking so much?
Tag(s): supportworld, problem management, incident management, service management
June 15, 2017

 
Service management needs continuous care and feeding. Following frameworks and best practices can help.
Tag(s): supportworld, ITSM, IT service management, service management, framework and methodologies, tools
June 8, 2017

 
John Custy was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates John to be involved in the community.
Tag(s): supportworld, service management, knowledge management, KCS, technical support, ITSM, ITIL, lean, devops, agile
June 6, 2017

 
Aprill Allen was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Aprill to be involved in the community.
Tag(s): supportworld, service management, KCS, KM, knowledge management
May 30, 2017

 
Stuart Rance was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Karen to be involved in the community.
Tag(s): supportworld, ITSM, security management, service management, it governance, IT service management
May 24, 2017

 
The mood at HDI 2017 Conference & Expo was upbeat. Participants seemed optimistic about the future of tech support.
Tag(s): supportworld, support center, service management, metrics and measurements, workforce enablement, technology, customer experience, desktop support
May 23, 2017