A well-done value stream map helps organizations understand what the customer values and the most efficient way of delivering that value.
Tag(s): supportworld, service desk, continual service improvement, business value, support center, service management, customer experience
Date Published December 28, 2020 - Last Updated December 14, 2020
The value of a good problem management practice is more than just identifying and resolving causes of incidents.
Tag(s): supportworld, service management, problem management, ITIL
Date Published December 27, 2020 - Last Updated December 16, 2020
Customers, either internal or external, are people first. Treat them as such and you will stand a better chance of providing quality service, even when things go wrong. Here are seven tips for IT service professionals to communicate with customers with empathy.
Tag(s): supportworld, culture, service quality, customer experience, customer service, communications skills
Date Published December 26, 2020 - Last Updated December 14, 2020
While the implementation process for a chatbot is relatively easy, you must establish a strategy that lets you experiment and learn from the experience.
Tag(s): supportworld, automation, technology, knowledge management
Date Published December 23, 2020 - Last Updated December 14, 2020
Phyllis Drucker offers a bit of help identifying IT improvements that will take your service up a notch.
Tag(s): supportworld, service management, customer experience, framework and methodologies, desktop support
Date Published December 22, 2020 - Last Updated December 14, 2020
Root cause analysis can play an important role in continuous improvement and general IT operations, especially if you are concerned about customer experience.
Tag(s): supportworld, service management, ITIL, root cause analysis
Date Published December 18, 2020 - Last Updated December 14, 2020
Change management should focus less on outputs and more on the desired outcomes the organization requires of change.
Tag(s): supportworld, service management, change management, business value, agile, devops, ITIL
Date Published December 17, 2020 - Last Updated December 14, 2020
The Change Advisory Board inadvertently can create a crutch that gets in the way of members of an organization taking accountability for proposed initiatives. Here are the reasons why that might be, and what to do to combat those fears.
Tag(s): supportworld, problem management, change management
Date Published December 16, 2020 - Last Updated December 23, 2020
Inclusion is not just a box to be checked off for a public relations advantage. A diverse and inclusive workforce offers advantages to the bottom line for a business. Learn how to enlist frontline workers for the best results with any inclusion initiative.
Tag(s): supportworld, communications skills, customer service, ethics, people, best practice, collaboration
Date Published December 16, 2020 - Last Updated December 16, 2020
IT service and support is all about working with technology, but sometimes teams may resist automation to their processes. Here is an argument for how ITSM automation might benefit a team by streamlining processes and increasing chances for customer feedback.
Tag(s): supportworld, service desk, automation, ITIL, ITSM
Date Published December 9, 2020 - Last Updated December 10, 2020