ITSM is not just about workflows and escalations and tickets and knowledge articles, but how the use of technology enables business value and outcomes.
Tag(s): supportworld, service management, practices and processes, ITSM, business value
Date Published March 3, 2020 - Last Updated September 2, 2020
Roy Atkinson interviewed Charles Araujo about the meaning of digital transformation.
Tag(s): supportworld, technology, service management, business value
Date Published February 27, 2020 - Last Updated September 2, 2020
The best way to build a conversation is to capture and use real support conversations to program your bot.
Tag(s): supportworld, automation, service management, customer experience
Date Published February 26, 2020 - Last Updated September 2, 2020
Pierre Bernard explores how the knowledge management practice interacts with the other ITSM practices based on ITIL 4.
Tag(s): supportworld, service management, ITIL, knowledge management, practices and processes, ITSM
Date Published February 25, 2020 - Last Updated September 2, 2020
Staying active in the ITSM community can help you build a network of valuable resources to continue your own growth and add value to your organization.
Tag(s): supportworld, service management, workforce enablement, technology, support center, metrics and measurements, desktop support, customer experience
Date Published February 19, 2020 - Last Updated September 2, 2020
The Technical Support Awards showcase individuals and teams that excel at service and support and elevate their businesses by maintaining the highest standards.
Tag(s): supportworld, workforce enablement, technology, service management, service desk, support center, metrics and measurements, desktop support, customer experience, business value
Date Published February 5, 2020 - Last Updated September 2, 2020
Meet the people who are shaping the future of technical support and service management.
Tag(s): supportworld, workforce enablement, technology, support center, service management, metrics and measurements, desktop support, customer experience
Date Published January 23, 2020 - Last Updated December 10, 2020
Even for seasoned professionals, the ability to communicate effectively with stakeholders can be a challenging endeavor.
Tag(s): supportworld, service management, communications skills, business alignment, leadership
Date Published January 21, 2020 - Last Updated September 2, 2020
The ability to improve is a critical capability for the modern IT organization.
Tag(s): supportworld, service management, business value, continual service improvement
Date Published January 15, 2020 - Last Updated September 2, 2020
Leaders are facing quickly advancing technologies that will transform all areas, processes, roles, and functions within their organizations.
Tag(s): supportworld, workforce enablement, technology, support center, service management, metrics and measurements, leadership, desktop support, customer experience
Date Published January 14, 2020 - Last Updated September 2, 2020