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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... 

 
Roy Atkinson interviewed Charles Araujo about the meaning of digital transformation.
Tag(s): supportworld, technology, service management, business value
February 27, 2020

 
The best way to build a conversation is to capture and use real support conversations to program your bot.
Tag(s): supportworld, automation, service management, customer experience
February 26, 2020

 
Pierre Bernard explores how the knowledge management practice interacts with the other ITSM practices based on ITIL 4.
Tag(s): supportworld, service management, ITIL, knowledge management, practices and processes, ITSM
February 25, 2020

 
Staying active in the ITSM community can help you build a network of valuable resources to continue your own growth and add value to your organization.
Tag(s): supportworld, service management, workforce enablement, technology, support center, metrics and measurements, desktop support, customer experience
February 19, 2020

 
The Technical Support Awards showcase individuals and teams that excel at service and support and elevate their businesses by maintaining the highest standards.
Tag(s): supportworld, workforce enablement, technology, service management, service desk, support center, metrics and measurements, desktop support, customer experience, business value
February 5, 2020

 
Meet the people who are shaping the future of technical support and service management.
Tag(s): supportworld, workforce enablement, technology, support center, service management, metrics and measurements, desktop support, customer experience
January 23, 2020

 
Even for seasoned professionals, the ability to communicate effectively with stakeholders can be a challenging endeavor.
Tag(s): supportworld, service management, communications skills, business alignment, leadership
January 21, 2020

 
The ability to improve is a critical capability for the modern IT organization.
Tag(s): supportworld, service management, business value, continual service improvement
January 15, 2020

 
Leaders are facing quickly advancing technologies that will transform all areas, processes, roles, and functions within their organizations.
Tag(s): supportworld, workforce enablement, technology, support center, service management, metrics and measurements, leadership, desktop support, customer experience
January 14, 2020

 
Meet the industry experts and practitioners who want to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements
January 10, 2020