Learn how knowledge management in the support center helps workforce managers satisfy the needs of the business and the customers they serve.
Tag(s): supportworld, service management, support center, knowledge management, KCS, workforce enablement, workforce enablement
Date Published January 11, 2018 - Last Updated 5 Years, 106 Days, 20 Hours, 34 Minutes ago
Think about the challenges your service desk faces and find the roadblocks that prevent you from adding value to the business.
Tag(s): supportworld, service management, support center, ITSM, IT service management
Date Published January 5, 2018 - Last Updated 5 Years, 106 Days, 20 Hours, 34 Minutes ago
Service management frameworks are guidelines that you can adapt to the needs of your organization.
Tag(s): supportworld, service management, ITIL, IT service management, framework and methodologies
Date Published December 20, 2017 - Last Updated 6 Years, 104 Days, 16 Hours, 7 Minutes ago
After a major software outage, one IT organization developed a major incident management process. Learn how they improved response time, incident handling, and communication.
Tag(s): supportworld, ITSM, service management, incident management
Date Published December 14, 2017 - Last Updated 4 Years, 344 Days, 17 Hours, 35 Minutes ago
Who has made an impact on the technical support industry? Help us put together the list of HDI’s Top 25 Thought Leaders in Technical Support and Service Management.
Tag(s): supportworld, support center, workforce enablement, technology, service management, desktop support, customer experience, metrics and measurements
Date Published December 7, 2017 - Last Updated 6 Years, 107 Days, 17 Hours, 15 Minutes ago
Julie Mohr was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Julie to be involved in the community.
Tag(s): supportworld, support center, service management, knowledge management, customer experience
Date Published November 30, 2017 - Last Updated 6 Years, 113 Days, 22 Hours, 24 Minutes ago
At recent speed-circuit discussion, attendees shared tips and strategies around self-service and paved the way for further conversations.
Tag(s): supportworld, self-service, support center, service management
Date Published November 28, 2017 - Last Updated 6 Years, 113 Days, 22 Hours, 24 Minutes ago
If led, managed, and resourced properly, organizational change management has the power to increase adoption rates and improve utilization of new technology.
Tag(s): supportworld, people, organizational change management, service management, change management, technology
Date Published November 22, 2017 - Last Updated 5 Years, 232 Days, 17 Hours, 47 Minutes ago
Mauricio Corona was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Mauricio to be involved in the community.
Tag(s): supportworld, service management, ITSM, it governance, risk management
Date Published November 14, 2017 - Last Updated 6 Years, 113 Days, 22 Hours, 24 Minutes ago
The service management world is at a crossroads. The rate of change is accelerating, and we need to be thinking about our organizations as systems.
Tag(s): supportworld, automation, service management, ITSM, culture
Date Published November 9, 2017 - Last Updated 6 Years, 113 Days, 22 Hours, 24 Minutes ago