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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Here’s a fun dive into the role that Alfred plays in providing one-of-a-kind tech service to the Caped Crusader. Can any IT service and support professional measure up?
Tag(s): supportworld, best practice, business of support
June 28, 2022

 
The COVID-19 pandemic showed the value of preparing for the unknown, and the future likely will provide similar moments of disruption. IT teams must be prepared.
Tag(s): supportworld, best practice, business of support
June 27, 2022

 
IT service providers must use templates to keep up with communication, but that doesn’t mean the interaction has to sound wooden. Here’s how to breathe life in these interactions.
Tag(s): supportworld, best practice, customer experience
June 20, 2022

 
Federal officials are attempting different methods to incentivize companies and organizations to disclose cyber-intrusions.
Tag(s): supportworld, best practice, reporting
June 14, 2022

 
A strong IoT management strategy includes having the right skills and training in-house to leverage existing capabilities and services with the technology required for managing those assets.
Tag(s): supportworld, best practice, reporting
June 13, 2022

 
Too often, organizations are hiring with pre-pandemic processes. It’s time to examine whether you are hiring applicants or candidates.
Tag(s): supportworld, community, best practice
June 7, 2022

 
At the MGM Grand in Las Vegas, we handed out 10 awards to those who demonstrated excellence in the IT service and support industry.
Tag(s): supportworld, best practice, hdi conference
May 18, 2022

 
For one man, finding the HDI community at the beginning of a transition to the IT service and support made all the difference.
Tag(s): supportworld, community, best practice
May 18, 2022

 
We asked thought leaders in the industry what the future will look like when AI and automation handle much of what is now lower-level ticket requests.
Tag(s): supportworld, IT service management, automation
May 10, 2022

 
Today’s IT leaders will need a unique set of skills to ensure the well being and effectiveness of the workforce. Here’s how to help them develop those skills.
Tag(s): supportworld, IT service management, workforce enablement
May 9, 2022