Disruption has become the norm. As businesses try to keep pace with rapid change, IT support centers along with other core enterprise service groups are struggling to keep up with demand. How can they communicate effectively and maintain high standards of internal and external...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated 2 Years, 188 Days, 10 Hours, 45 Minutes ago
If your organization’s goal is to reduce friction so your customers can experience your products and services in new and exciting ways, you’re going to need to rethink how and why you’re doing what you’ve always done. More and more people are gaining...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated 2 Years, 188 Days, 9 Hours, 36 Minutes ago
The 2010s were a decade of rapid-fire evolution in IT, technical support, and service management: from mobile devices to remote support, knowledge management to enterprise service management and ITIL4, countless technologies, processes, frameworks, and methodologies emerged to...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated 2 Years, 188 Days, 9 Hours, 17 Minutes ago
The modern organization needs to provide a reliable, secure way for customers, vendors, and remote employees to both access the resources they need to do their work, and to receive support where they are, when they need it. HDI’s annual research shows that Remote Control...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated 2 Years, 188 Days, 9 Hours, 13 Minutes ago
Roy Atkinson interviewed Donna Knapp about DevOps, ITSM, ITIL, organizational change, and more.
Tag(s): supportworld, service management, ITSM, devops, ITIL, podcast
Date Published May 22, 2019 - Last Updated 4 Years, 103 Days, 17 Hours, 5 Minutes ago
Apply these strategies to simplify triage and take charge of incident response.
Tag(s): supportworld, service management, ITSM
Date Published May 21, 2019 - Last Updated 4 Years, 103 Days, 17 Hours, 5 Minutes ago
Before you make major changes to your environment, be sure you have good service management practices and principles in place to avoid poor customer satisfaction.
Tag(s): supportworld, customer experience, customer satisfaction, customer service, ITSM, service management
Date Published May 16, 2019 - Last Updated 4 Years, 103 Days, 17 Hours, 5 Minutes ago
A good knowledge base does not guarantee adoption. You need to think about your audience and how they will find the information.
Tag(s): supportworld, service management, knowledge management, customer experience
Date Published May 14, 2019 - Last Updated 4 Years, 103 Days, 17 Hours, 5 Minutes ago
Think of your content holistically, across silos, to enable an enhanced user experience and ultimately provide a better quality of self-service.
Tag(s): supportworld, service management, service desk, self-service, customer experience, customer service
Date Published May 9, 2019 - Last Updated 4 Years, 103 Days, 17 Hours, 5 Minutes ago
Going ticketless is the ability to fully support users without them having to call a service desk or log a ticket.
Tag(s): supportworld, service management, ITSM
Date Published May 7, 2019 - Last Updated 4 Years, 103 Days, 17 Hours, 5 Minutes ago