Policy and process refinement, top-down awareness of security and compliance responsibilities, training for the entire organization, and deploying the right technologies are the critical components of a sustainable security program that will stand up to any regulatory framework that comes...
Tag(s): security management, framework and methodologies, framework, IT service management, methodology
Date Published March 11, 2015 - Last Updated February 26, 2016
What is K-Flow, and how can it be used to promote and drive continuous improvement in the support organization?
Tag(s): KCS, best practice, KM, knowledge management, process, practices and processes, supportworld
Date Published March 4, 2015 - Last Updated June 27, 2016
Given the multitude of challenges that IT has faced over the years, there's a growing recognition that IT must grow, change, and clearly demonstrate the value it gives back to the organization.
Tag(s): service management, research, supportworld
Date Published February 24, 2015 - Last Updated May 11, 2016
KCS is by far the best methodology for support centers, but in the journey to drive organizations to it, there are numerous challenges.
Tag(s): KCS, best practice, technology, supportworld
Date Published February 18, 2015 - Last Updated June 27, 2016
The pace of change is dizzying and the consumerization of IT is forcing profound changes in how organizations deliver IT services.
Tag(s): self-service, best practice, business of support, supportworld
Date Published January 16, 2015 - Last Updated May 11, 2016
The expansion of the principles of IT service management (ITSM) to areas outside of IT has been a topic of conversation in the hallways and gathering places at conferences and meetings for several years. Anyone who has been engaged in the IT and technical support industry over the past few years...
Tag(s): service management, research
Date Published January 6, 2015 - Last Updated January 6, 2015
Before choosing a new service management tool, you need to know what your service management needs are and also what the expectations of your business are.
Tag(s): best practice, change management, supportworld
Date Published January 1, 2015 - Last Updated May 11, 2016
Security isn’t “someone else’s job”—it’s everyone’s job. In this webcast, Winn Schwartau will discuss the importance of good security practices in the support center. Some of those good practices include monitoring all events, recording and classifying events,...
Tag(s): practices and processes, security management, mobile device support, mobility, service management, metrics and measurements
Date Published November 14, 2014 - Last Updated December 30, 2014
The expansion of the principles of IT service management (ITSM) to areas outside of IT has been a topic of conversation in the hallways and gathering places at conferences and meetings for several years. In order to learn how service support practices have adapted and been adapted as a result of...
Tag(s): business of support, supportworld, infographic, service management, ITSM, service strategy
Date Published October 15, 2014 - Last Updated March 10, 2021
DevOps is poised to change IT, and the same ITSM practitioners who’ve been dismissing DevOps are the ones most equipped to support DevOps initiatives and create value for the business. Find out how ITSM practitioners can contribute to this exciting organizational journey.
Tag(s): supportworld, devops, ITSM, IT service management
Date Published July 1, 2013 - Last Updated August 6, 2018