Responsive design, self-help, and AI are three technologies you can implement to achieve a people-centric self-service environment that customers want to use.
Tag(s): supportworld, service management, ITSM, IT service management, self-service, automation
Date Published October 18, 2018 - Last Updated December 13, 2018
Implementing a new ticketing system involves not just changing a system, but also the people and processes connected to that system.
Tag(s): supportworld, service management, ITSM, change management, tools
Date Published October 17, 2018 - Last Updated December 13, 2018
Roy Atkinson interviewed Greg Sanker to discuss the current state of service management and how change management can serve business.
Tag(s): supportworld, service management, ITSM, change management
Date Published October 10, 2018 - Last Updated December 13, 2018
HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Tag(s): supportworld, support center, technology, workforce enablement, customer experience, desktop support, service management, metrics and measurements
Date Published October 4, 2018 - Last Updated December 13, 2018
Roy Atkinson interviewed Aprill Allen to discuss the urgent need for knowledge management, the efficacy of tools in the space, and more.
Tag(s): supportworld, knowledge management, automation, support center
Date Published September 27, 2018 - Last Updated December 13, 2018
Rather than providing an exceptional customer experience, focus your service management efforts on giving the customer what they really want.
Tag(s): supportworld, customer experience, customer satisfaction, service management, technical support, metrics and measurements
Date Published September 19, 2018 - Last Updated December 13, 2018
Roy Atkinson interviews service management and security expert Stuart Rance to discuss the state of ITSM, what we can learn from DevOps, and much more.
Tag(s): supportworld, ITSM, devops, service management
Date Published September 11, 2018 - Last Updated December 13, 2018
An effective categorization scheme can reduce costs and improve performance and customer satisfaction.
Tag(s): supportworld, service management, ITIL, ITSM
Date Published August 31, 2018 - Last Updated December 13, 2018
While enterprise service management—the use of ITSM principles, best practice, and technology outside of IT—has been around a while, its time is very much now.
Tag(s): supportworld, service management, ITSM
Date Published August 23, 2018 - Last Updated December 13, 2018
Process documentation and adoption is often performed in a painstakingly difficult and time-consuming manner. Journey mapping can help simplify the process.
Tag(s): supportworld, service management, ITSM, process
Date Published August 22, 2018 - Last Updated December 13, 2018