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.

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A case is made that this metric provides the most complete look into the the perspective of your customer or client.
Tag(s): supportworld, best practice, metrics and measurements
July 22, 2022

 
A primer or reminder on the ways you can help your employees or customers get what they need more quickly and efficiently.
Tag(s): supportworld, best practice, reporting
July 21, 2022

 
The war in Ukraine shows that we must remember the social contract between employers and employees. We must be there for our international team members.
Tag(s): supportworld, best practice, employee engagement
July 19, 2022

 
A company’s strategy for hiring top tech talent should be driven by improving overall business outcomes, with a focus on retention and upskilling in a time of acute talent shortages.
Tag(s): supportworld, best practice, business of support
July 19, 2022

 
Any good IT service management system must be adapted to work for your organization. Here is a recipe for how to do that.
Tag(s): supportworld, best practice, business alignment
July 13, 2022

 
Any structural system that you want to adopt must work with your organization’s needs and structure. Here are some factors to consider.
Tag(s): supportworld, best practice, business alignment
July 12, 2022

 
Hardware and software prices are soaring. Is this a good time to push forward or pull back? A look at the factors to consider.
Tag(s): supportworld, best practice, business of support
July 11, 2022

 
All paths should lead to the same destination - the service that the customer wants when he wants it. Here’s a glimpse of what that looks like.
Tag(s): supportworld, best practice, business of support
July 6, 2022

 
Subjugating the galaxy requires coordination that the Empire doesn’t seem to demonstrate reliably in the Star Wars series. Here are some features such a ticketing system might have.
Tag(s): supportworld, best practice, business of support
July 5, 2022

 
In times of change, communication is important to keep everyone pulling toward a common goal. This is especially true with a remote workforce.
Tag(s): supportworld, best practice, remote support tools
June 28, 2022