Featured: The State of Service Management in 2021

This report, focusing on the state of service management in 2021, provides service management and technical support leaders with the essential insights and knowledge needed to make data-based decisions that will ultimately improve the services and support provided by their organizations and help them advance in their careers. It illustrates current practices, processes, solutions, and strategies related to service management and enterprise service management.

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Knowledge management is a hot topic in our industry, with more and more organizations making it a priority each year. And as with any enterprise initiative, such as ITIL, outsourcing, or any number of equally dynamic implementations, it’s success depends on the participation and buy-in of the...
Tag(s): KCS, KM, knowledge management, supportworld

 
Knowledge has exploded, and by that I mean, knowledge is everywhere. Knowledge is accessible. Knowledge has been democratized, crowdsourced, repurposed, remixed, and regurgitated. Where knowledge was once scarce, it is now abundant. Where knowledge was once controlled, it is now free. It’s taken...
Tag(s): KM, knowledge management, social media, social IT, crowdsourcing

 
Schools have long offered technology education, taught by specialist computer teachers, typically in dedicated labs, in high schools, middle schools, and even at the elementary level. But today, large and small districts across the country are adopting mobile devices as essential tools, and far...
Tag(s): ITSM, future of support

 
Nationwide Insurance began its ITSM journey in 2002, starting with change and incident management. With full executive support, a dedicated process staff, and shared objectives across all of IT, the program was a huge success, and we realized as much as a 75-percent improvement in availability...
Tag(s): governance, ITSM, problem management, process management, incident management, configuration management, release management, service level management, continual service improvement, case study

 
Our obsession with the service catalog—just one among many ITSM tools, modules, or capabilities—is over five years old, and it seems every IT organization has either decided or been told that the service catalog is an absolute must-have. However, in my opinion, it’s best to look back before we...
Tag(s): tools, support operations, support center, service level management, service catalog, IT service management

 
In the mobile world, employees, customers, and IT staff expect to work from anywhere. It’s about freedom of location, device choice, and productive applications. As such, business services must have the capacity to deliver support to mobile devices and their users as well as the ability to...
Tag(s): it governance, mobile device support, mobility, security management, support operations

 
If your service desk already has a great set of processes in place, good news: with just a little effort, you can reuse many of those same processes to optimize and improve your knowledge management program! After all, reuse is one of the main principles of Knowledge-Centered Support (KCS)....
Tag(s): KCS, KM, knowledge management, metrics and measurements

 
The consumerization of technology and the “Google-ization” of information have changed the knowledge management landscape. How can you address these challenges in a way that benefits your users, your staff, and your business?
Tag(s): knowledge management, knowledge-management-systems, Knowledge Management Systems, support center

 
While “agile” is freely used, there’s not a clear definition of what “being agile” actually means, particularly in the context of technical support and service management. In this article, I will provide a high-level overview of Agile concepts, its origins, its primary frameworks, and its value....
Tag(s): ITSM, service management, process

 
if you want everyone in the boat rowing at the same speed, you must get the first oar in the water, then the next, and so on until everyone is contributing to the boat’s forward momentum. This is the essence of collective responsibility. Simulations can provide you with the game film, practice,...
Tag(s): business of support, service management, supportworld