Enterprise Service Management done right can lead to increased productivity and customer satisfaction, not to mention better business outcomes.
Tag(s): supportworld, service management, ITSM, automation
Date Published May 30, 2018 - Last Updated December 13, 2018
Follow these steps to map the incident management process and drive real organizational change that sticks.
Tag(s): supportworld, service management, incident management, ITSM
Date Published May 24, 2018 - Last Updated December 13, 2018
Ryan Ogilvie share tips for overcoming obstacles to implementing a successful knowledge management program.
Tag(s): supportworld, service management, knowledge management, KM
Date Published May 23, 2018 - Last Updated December 13, 2018
Service management and support professionals love solving problems, finding causes, fixing things, sharing knowledge, and helping others succeed.
Tag(s): supportworld, service management, customer service, customer experience, coronavirus
Date Published May 22, 2018 - Last Updated March 23, 2020
In 2018, HDI assembled a panel of industry experts and practitioners to create content to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements
Date Published May 17, 2018 - Last Updated December 13, 2018
The first step to calculate the ROI of training includes developing your training goals, baselining current performance, and creating actionable learning objectives.
Tag(s): supportworld, technical support, support center, service management, training, professional development, workforce enablement, workforce enablement
Date Published May 16, 2018 - Last Updated December 13, 2018
Data tells you what happened. Metadata adds value by providing information and context to help you understand why it happened.
Tag(s): supportworld, service management, ITSM
Date Published May 15, 2018 - Last Updated December 13, 2018
There are multiple reasons to strive for 100% linking. You want your support staff to follow the same process 100% of the time, not 60–80% of the time.
Tag(s): supportworld, KCS, knowledge management, service management
Date Published May 9, 2018 - Last Updated December 13, 2018
To create a successful knowledge management program, support staff need to understand the purpose.
Tag(s): supportworld, people, knowledge management, workforce enablement, workforce enablement
Date Published May 3, 2018 - Last Updated December 13, 2018
If you think of your career as a project, a strategic framework can help you look objectively at your career, identify targets and measures, and set your course.
Tag(s): supportworld, workforce enablement, workforce enablement, professional development, project management
Date Published May 2, 2018 - Last Updated December 13, 2018