The ITIL 4 framework enables organizations of all types and sizes to meet the challenges of the new digital age.
Tag(s): supportworld, service management, ITIL, framework and methodologies
April 30, 2019
How you communicate a service outage is important to your customers and for your peace of mind.
Tag(s): supportworld, customer experience, service management
April 24, 2019
What is your worst service desk nightmare? Knowledge base adoption? Employee engagement? Call spikes? Lack of adherence to standard operating processes and procedures?
Tag(s): supportworld, service management, knowledge management, practices and processes, workforce enablement, workforce enablement
April 19, 2019
Explaining WHY something is important in your knowledge base makes the information relevant and increases the value it brings to the business you serve.
Tag(s): supportworld, service management, knowledge management, business value
April 10, 2019
Opinions about ITIL are varied, but almost everyone agrees it has given information technology (IT) a common language. ITIL 4 brings a major conceptual change.
Tag(s): service management, supportworld, ITSM, ITIL
March 27, 2019
Roy Atkinson interviewed Doug Tedder about Enterprise Service Management, the VeriSM™ approach, the value of training, and more.
Tag(s): supportworld, service management, ITSM, podcast
March 21, 2019
Enterprise service management enables organizations to utilize a single operating model for all providers that offer goods and services internally.
Tag(s): supportworld, service management, service desk, ITSM, human resources
March 20, 2019
How do you know that your self-service portal is effective? Take a close look at your analytics.
Tag(s): supportworld, service management, support center, metrics and measurements, self-service
March 19, 2019
Roy Atkinson and Phyllis Drucker discuss, innovation, self-service portals, enterprise service management, and much more.
Tag(s): supportworld, service management, security management, ITSM, IT service management
March 8, 2019
IT organizations that struggle to describe how they deliver value describe value in terms of technology or activities or cost rather than in terms of business value.
Tag(s): supportworld, business value, service management
March 6, 2019