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... 

 
Change management should focus less on outputs and more on the desired outcomes the organization requires of change.
Tag(s): supportworld, service management, change management, business value, agile, devops, ITIL
June 4, 2020

 
The value of a good problem management practice is more than just identifying and resolving causes of incidents.
Tag(s): supportworld, service management, problem management, ITIL
June 3, 2020

 
Industry experts and practitioners discussed the future of service and support in this one-day virtual summit.
Tag(s): supportworld, coronavirus, customer experience, customer service, desktop support, metrics and measurements, service management, support center, technology, workforce enablement, workforce enablement
May 29, 2020

 
Enterprise Service Management extends the use of service management practices, processes, and tools across business units outside of IT.
Tag(s): service management, supportworld, ITSM, business value
May 26, 2020

 
Consider these technology and management factors to help you build resiliency for your service and support organization.
Tag(s): supportworld, coronavirus, technology, process, workforce enablement, service management
May 20, 2020

 
Whether we call it a process or a practice, if we aren’t engaged and working together collaboratively, we won’t produce value for the business.
Tag(s): supportworld, service management, ITIL, business value
May 14, 2020

 
A well-done value stream map helps organizations understand what the customer values and the most efficient way of delivering that value.
Tag(s): supportworld, service desk, continual service improvement, business value, support center, service management, customer experience
May 12, 2020

 
The path to success often isn’t a straight line. Driving change and continuous improvement often necessitates an iterative approach.
Tag(s): supportworld, service management, technical support, continual service improvement
May 6, 2020

 
While the implementation process for a chatbot is relatively easy, you must establish a strategy that lets you experiment and learn from the experience.
Tag(s): supportworld, automation, technology, knowledge management
April 29, 2020

 
Claire Agutter shares her thoughts on the effect of current conditions (COVID-19) on e-learning, the status of women in tech, ITIL 4, VeriSM, and the future of IT.
Tag(s): supportworld, service management, podcast, ITIL
April 23, 2020