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...


Too often, organizations oversimplify and understrategize the move to enterprise service management. Here are five things you should do before tackling ESM.
Tag(s): supportworld, service management, business of support, business value
August 23, 2017

With new technology, IT can deliver a service request catalog that’s as innovative as Uber and as automated as a self-driving car.
Tag(s): supportworld, service management, ITSM, service catalog, self-service tools, self-service, automation
August 17, 2017

If your organization has an ITSM tool or suite that hasn’t been updated or replaced in five years, you might be at a disadvantage.
Tag(s): supportworld, service management, ITSM, IT service management, tools
August 16, 2017

Continual Service Improvement isn’t a lifecycle stage but, rather, something you do during all stages of the service lifecycle.
Tag(s): supportworld, ITIL, ITSM, IT service management, continual service improvement, service management
August 15, 2017

This #HDIchat tackled the topic of creating a successful service portal. Phyllis Drucker joined the twitter chat as our guest expert.
Tag(s): customer experience, service management, supportworld, service catalog, self-service tools, self-service, hdichat
August 15, 2017

Don’t let your service management reporting metrics end up in the trash. Know your audience and report the metrics that matter to them in a timely manner.
Tag(s): supportworld, service management, metrics and measurements, dashboards, business alignment
August 15, 2017

Take a look at the trends that are shaping the future of service and support.
Tag(s): supportworld, service management, cloud computing, cloud, mobility
August 15, 2017

This primer seeks to help IT organizations evolve their service and support models to optimize the value of the cloud and mobility.
Tag(s): supportworld, service management, mobility, cloud, cloud computing
August 15, 2017

David Ratcliffe was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates David to be involved in the community.
Tag(s): supportworld, service management, leadership, ITIL, ITSM, IT service management, community
August 15, 2017

For some support organizations, the swarming model, with its emphasis on real-time handling of issues, can deliver faster and more effective response and resolution.
Tag(s): supportworld, ITSM, service management, support models
August 10, 2017