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...


Service and support organizations face many complexities and challenges. The challenge is to find the time to dig in to the data and address what’s going on and why.
Tag(s): supportworld, metrics and measurements, service management, business value
July 19, 2018

Use lessons learned from the cloud to optimize service management.
Tag(s): supportworld, service management, ITSM, cloud computing
July 12, 2018

It’s one thing to define and collect measures for the service desk. It is completely another thing to identify and collect the right measures.
Tag(s): supportworld, metrics and measurements, service management, ITSM
July 5, 2018

Many service management professionals struggle with designing a service portal from the customer’s standpoint.
Tag(s): supportworld, service management, service design, self-service
July 3, 2018

DevOps embodies the people, process, and technology philosophy by advocating that cultural transformation is as significant as digital transformation.
Tag(s): supportworld, service management, ITSM, IT service management, devops, culture
June 27, 2018

Learn how HDI members are handling SLAs for service desk call abandonment rate.
Tag(s): supportworld, metrics and measurements, FAQ, service management, service level agreement, SLA
June 26, 2018

Learn what it takes for a company to be ready to adopt emerging technologies and remain competitive and efficient within their industry.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, agile, business alignment, change management
June 20, 2018

For successful knowledge management, create a culture of knowledge sharing by demonstrating ROI to the business, sharing strategies across departments, and measuring results.
Tag(s): supportworld, knowledge management, KCS, service management, ITSM
June 13, 2018

HDI members weigh in on what qualifies as First Call Resolution in this discussion thread from HDIConnect.
Tag(s): supportworld, support center, service management, first call resolution, customer experience, customer service, FAQ
June 12, 2018

Enterprise services such as HR, payroll, and facilities have an opportunity to build upon the proven best practices of IT service management.
Tag(s): supportworld, service management, ITSM, support center
June 7, 2018