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Featured Resource: Special Report

The State of Enterprise Service Management (2018) 

The expansion of the principles and practices of IT service management (ITSM) to areas outside of IT has been accelerating for several years. The goal of the present study was to uncover the extent of the expansion of enterprise service management. What are organizations actually doing in 2018? Learn more... 

You can create efficiencies in your service desk and increase employee productivity with smart technologies like AI, machine learning, and automations.
Tag(s): supportworld, service management, automation, tools, technical support, service desk technology
November 29, 2018

For this Metric of the Month, Jeff Rumburg looks at user self-service, the percentage of incidents that are resolved without the assistance of a live agent.
Tag(s): supportworld, metrics and measurements, service management, self-service
November 28, 2018

Automating code release along with early communication and planning help lower risk and reduce bureaucracy for change management.
Tag(s): supportworld, service management, change management, ITSM
November 20, 2018

Deliver a positive employee experience through a data-focused service desk.
Tag(s): supportworld, metrics and measurements, service management, tools
November 19, 2018

Data is important but is not enough on its own. Using your data to communicate can help you establish trust.
Tag(s): supportworld, metrics and measurements, ITSM, service management
November 15, 2018

Roy Atkinson talks with Patti Blackstaffe to learn what people strategy means and why it matters to IT success.
Tag(s): supportworld, workforce enablement, service management, change management, ITSM
November 6, 2018

Cost reduction, increased end-user satisfaction, and digital transformation are some of the benefits of a shift-left approach for your service desk.
Tag(s): supportworld, service management, ITSM, service desk, self-service, sponsored, support center
November 5, 2018

The HDI team would like to honor the memory of our Service Management World 2018 keynote speaker, Tom Kadlec, who passed away on October 24, 2018.
Tag(s): supportworld, support center, service management, customer experience, desktop support, metrics and measurements, workforce enablement, technology
November 1, 2018

Everyone in the organization should be involved in preventing cyberattacks, including service desk staff.
Tag(s): supportworld, support center, service desk, security management
October 30, 2018

Learn how to integrate troubleshooting and knowledge into your self-service portal to transform your customers’ experience with incident management.
Tag(s): supportworld, ITSM, service management, self-service, incident management, customer experience
October 25, 2018