Roy Atkinson interviewed David Moskowitz for his thoughts on the definition of systems thinking and why it’s important in IT.
Tag(s): supportworld, service management, ITSM, podcast
Date Published June 25, 2020 - Last Updated December 10, 2020
Poor ticket quality, which can increase the mean time to resolve and negatively impact customer satisfaction, should be measured at all levels of support.
Tag(s): supportworld, metrics and measurements, customer satisfaction, ITIL
Date Published June 23, 2020 - Last Updated December 10, 2020
The most effective method of creating or analyzing a business process is to visually interpret the steps using a business process diagram, flowchart, or workflow.
Tag(s): supportworld, service management, process
Date Published June 18, 2020 - Last Updated December 10, 2020
Become an A11y through ITSM by making your systems, customer portals, websites, publications, and more accessible.
Tag(s): supportworld, service management, customer experience, tools
Date Published June 11, 2020 - Last Updated December 10, 2020
For a successful service catalog implementation, you’ll need to agree on the definition of service and understand your customers’ needs.
Tag(s): supportworld, service management, service catalog, customer experience
Date Published June 10, 2020 - Last Updated December 10, 2020
Industry experts and practitioners discussed the future of service and support in this one-day virtual summit.
Tag(s): supportworld, coronavirus, customer experience, customer service, desktop support, metrics and measurements, service management, support center, technology, workforce enablement, workforce enablement
Date Published May 29, 2020 - Last Updated December 10, 2020
Enterprise Service Management extends the use of service management practices, processes, and tools across business units outside of IT.
Tag(s): service management, supportworld, ITSM, business value
Date Published May 26, 2020 - Last Updated December 10, 2020
Consider these technology and management factors to help you build resiliency for your service and support organization.
Tag(s): supportworld, coronavirus, technology, process, workforce enablement, service management
Date Published May 20, 2020 - Last Updated December 10, 2020
Whether we call it a process or a practice, if we aren’t engaged and working together collaboratively, we won’t produce value for the business.
Tag(s): supportworld, service management, ITIL, business value
Date Published May 14, 2020 - Last Updated December 10, 2020
The path to success often isn’t a straight line. Driving change and continuous improvement often necessitates an iterative approach.
Tag(s): supportworld, service management, technical support, continual service improvement
Date Published May 6, 2020 - Last Updated December 10, 2020