Browse all service management content below.

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... 

Learn how home-based work can contribute to a long-term business continuity strategy for service and support organizations.
Tag(s): supportworld, service management, business continuity, disaster recovery, service desk, support center
July 8, 2020

The service desk as the single point of contact helps enable a stronger shift-left strategy and the delivery of consistent and high-quality customer service.
Tag(s): supportworld, service management, support center, service desk, customer experience, customer service, single point of contact
July 7, 2020

Doug Tedder explores why problem management is so important and presents problem analysis techniques.
Tag(s): supportworld, service management, problem management, ITIL, ITSM
July 1, 2020

The industry has rediscovered that technology is not an end unto itself, but that its function is to serve and support people.
Tag(s): supportworld, service management, ITSM, technology, framework and methodologies
June 30, 2020

When you implement shift left, you create opportunities for your customers to use a tier of support that minimizes their efforts, your efforts, and costs.
Tag(s): supportworld, service management, service desk, support center, metrics and measurements, costs
June 26, 2020

Roy Atkinson interviewed David Moskowitz for his thoughts on the definition of systems thinking and why it’s important in IT.
Tag(s): supportworld, service management, ITSM, podcast
June 25, 2020

Poor ticket quality, which can increase the mean time to resolve and negatively impact customer satisfaction, should be measured at all levels of support.
Tag(s): supportworld, metrics and measurements, customer satisfaction, ITIL
June 23, 2020

The most effective method of creating or analyzing a business process is to visually interpret the steps using a business process diagram, flowchart, or workflow.
Tag(s): supportworld, service management, process
June 18, 2020

Become an A11y through ITSM by making your systems, customer portals, websites, publications, and more accessible.
Tag(s): supportworld, service management, customer experience, tools
June 11, 2020

For a successful service catalog implementation, you’ll need to agree on the definition of service and understand your customers’ needs.
Tag(s): supportworld, service management, service catalog, customer experience
June 10, 2020