For success in Enterprise Service Management, IT must understand that other business units have their own vocabularies and many IT terms mean something different.
Tag(s): supportworld, ITIL, service management
Date Published September 27, 2017 - Last Updated December 6, 2017
AI and automation allow IT departments to create better customer-supporting solutions.
Tag(s): supportworld, automation, service desk, service management
Date Published September 26, 2017 - Last Updated June 15, 2018
Learn how one service desk manager overcame real-world challenges with people, process, and technology to create a high-performing support center.
Tag(s): supportworld, service management, ITSM, workforce enablement, technology, process
Date Published September 22, 2017 - Last Updated December 6, 2017
Before buying your service management expertise, the other business units will want to look around to see what kind of condition IT is in.
Tag(s): supportworld, service management
Date Published September 19, 2017 - Last Updated December 6, 2017
Simone Moore was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Simone to be involved in the community.
Tag(s): supportworld, leadership, community, ITSM, service management, technical support
Date Published September 19, 2017 - Last Updated December 6, 2017
Enterprise service management is not about how smart IT is. It is about enabling other parts of your business to do things in better ways.
Tag(s): supportworld, service management, ITSM, IT service management
Date Published September 12, 2017 - Last Updated December 6, 2017
As one of HDI’s Top 25 Thought Leaders, service management expert Greg Sanker shares what motivates him to be involved in the community.
Tag(s): supportworld, service management, ITSM, IT service management
Date Published September 5, 2017 - Last Updated December 6, 2017
When Elon University decided to implement change management, the biggest problem was getting stakeholders on board with the process.
Tag(s): supportworld, service management, ITSM, ITIL, IT service management, change management
Date Published August 31, 2017 - Last Updated April 19, 2019
Follow these five steps to build a service portal that enhances your business operations and provides cost savings.
Tag(s): supportworld, service management, self-service, support center
Date Published August 31, 2017 - Last Updated December 6, 2017
Assessing your need for cultural change is the number one thing you are not doing in your plan to move to enterprise service management (ESM).
Tag(s): supportworld, service management, culture
Date Published August 30, 2017 - Last Updated December 6, 2017