Featured: The State of Service Management in 2021

This report, focusing on the state of service management in 2021, provides service management and technical support leaders with the essential insights and knowledge needed to make data-based decisions that will ultimately improve the services and support provided by their organizations and help them advance in their careers. It illustrates current practices, processes, solutions, and strategies related to service management and enterprise service management.

Download PPT (1.3MB) | Download PDF (1MB)

Today’s IT leaders will need a unique set of skills to ensure the well being and effectiveness of the workforce. Here’s how to help them develop those skills.
Tag(s): supportworld, IT service management, workforce enablement
May 9, 2022

Toxic behavior, no matter how small, can escalate and create a poor work culture. Here is how to nip smaller issues before they become big ones.
Tag(s): supportworld, best practice, employee engagement
April 26, 2022

Everyone hates to wait for help, but there are a few simple steps IT service and support teams can do to make the end user feel better about the wait.
Tag(s): supportworld, best practice, employee engagement
April 25, 2022

Minutes count when things go wrong, and that’s not the time to realize your IT crisis management documentation isn’t what it needs to be.
Tag(s): supportworld, best practice, continuity management
April 20, 2022

It turns out that the strategy for supporting a remote and hybrid workforce overlap with best practices for transformative IT organizations.
Tag(s): supportworld, best practice, remote support tools
April 14, 2022

Business units are hiring more technology workers than IT departments are hiring. How will this impact IT budgets, CIO influence, and the future of the IT department?
Tag(s): supportworld, best practice, business intelligence
April 14, 2022

Don’t just wait for the end-of-training questionnaire to get feedback from your IT service and support trainees. Here are some tips to get as much relevant feedback as possible.
Tag(s): best practice, supportworld, training
April 13, 2022

Performance is important, but it’s not enough. Here, an IT service veteran discusses the possibly missing ingredients for advancement.
Tag(s): best practice, business intelligence, supportworld
April 12, 2022

Too often, these two concepts don’t mesh together, but they should. Learn the basics and why both are valuable for your organization.
Tag(s): supportworld, ITSM, IT-business alignment
April 6, 2022

In this second part of a two-part series, an IT service and support thought leader talks about his life with autism.
Tag(s): best practice, business intelligence, supportworld
April 6, 2022