To create meaningful policies, procedures, and work instructions, you must have clear goals and maintain the documents to keep them relevant.
Tag(s): change management, IT service management, service management, supportworld
Date Published June 16, 2016 - Last Updated April 19, 2019
Good incident management practices require IT to follow a process and communicate with customers.
Tag(s): support center, supportworld, service desk, incident management, best practice, process management
Date Published June 1, 2016 - Last Updated December 15, 2016
It’s easy to be lured by the ITSM tool with the most bells and whistles, but take the time to find the tool that best fits your company’s operational needs.
Tag(s): IT service management, ITSM, IT Service Management - ITSM, supportworld, tools, service management
Date Published May 27, 2016 - Last Updated April 19, 2019
Many organizations have implemented problem management, per ITIL, by performing root cause analysis on important incidents, deriving lessons learned, and deploying corrective steps in order to prevent similar incidents from recurring. However, this process is still reactive in nature, as a...
Tag(s): customer experience, problem management, ITIL, supportworld
Date Published May 26, 2016 - Last Updated April 19, 2019
Despite the industry buzz over DevOps, HDI research shows that 73% of support teams are dissatisfied with their current level of involvement with development.
Tag(s): change management, devops, knowledge management, KCS, ITSM, supportworld, support center
Date Published April 29, 2016 - Last Updated December 1, 2017
Creating an enterprise service portal and request catalog is an ongoing effort that keeps growing in functionality.
Tag(s): service catalog, supportworld, service management
Date Published March 1, 2016 - Last Updated December 15, 2016
Support centers that handle escalations with consistent procedures provide better customer service and increase productivity.
Tag(s): best practice, escalation, service level management, support center, technical support, supportworld
Date Published February 26, 2016 - Last Updated April 19, 2019
How can you share what you know at work the same way you would outside of work? Easy. By following the practices and process of Knowledge-Centered Support.
Tag(s): knowledge management, KCS, KM, hdi conference
Date Published January 22, 2016 - Last Updated October 5, 2016
In this update to the 2014 road map, the DSAB articulates the continuing evolution of desktop support, including the skills needed, and industry trends, such as cloud computing, shadow IT, BYOD, virtualization, security needs, and consumerization.
Tag(s): desktop support, HDI, business value, leadership, service strategy, technology, supportworld
Date Published January 13, 2016 - Last Updated October 5, 2016
Many IT organizations struggle with user adoption when they release their first service portal. The user experience is the key to a successful service portal.
Tag(s): customer experience, customer satisfaction, customer service, knowledge management, service catalog, support center, support channels, supportworld
Date Published January 12, 2016 - Last Updated April 10, 2017