Meet the industry experts and practitioners who want to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements
Date Published January 10, 2020 - Last Updated September 2, 2020
Use the ITIL 4 Continual Improvement Model to help illuminate what needs attention and where you can make resolutions and set goals.
Tag(s): supportworld, service management, ITIL, leadership
Date Published January 8, 2020 - Last Updated December 10, 2020
Set your team up for success. Check off the final items for 2019 and ensure you have all you need in place to develop your 2020 service and support roadmap.
Tag(s): supportworld, workforce enablement, service management, ITSM, leadership
Date Published January 3, 2020 - Last Updated December 10, 2020
The Housing 21 Information Services Team improved service delivery to the organization when they brought a non-IT team into a formal change management process.
Tag(s): supportworld, service management, service desk, support center, customer experience, change management
Date Published December 19, 2019 - Last Updated December 19, 2019
Knowledge management award winner Chick-fil-A HELP shares their path to improvement in CSAT, FLR, staff engagement, and call and ticket deflection.
Tag(s): supportworld, service management, service desk, support center, customer experience, customer satisfaction, KCS, knowledge management
Date Published December 18, 2019 - Last Updated December 18, 2019
Mercy Technology Services won HDI’s Best Service Improvement Initiative Award for 2019.
Tag(s): supportworld, service management, service desk, support center, customer experience, customer satisfaction
Date Published December 17, 2019 - Last Updated December 17, 2019
Julie Mohr walks through a step-by-step process for creating an incident categorization scheme that will work for your organization.
Tag(s): supportworld, service management, incident management, process, process management, change management
Date Published December 11, 2019 - Last Updated February 16, 2024
Learn to use the Business Maturity Index to gauge your organization’s maturity and measure your progress as you execute on business strategy.
Tag(s): supportworld, business value, maturity models, service management, metrics and measurements
Date Published November 26, 2019 - Last Updated December 17, 2019
An Agile approach to continual service improvement can help organizations improve incrementally, while achieving long-term, strategic transformation.
Tag(s): supportworld, service management, continual service improvement
Date Published November 22, 2019 - Last Updated December 17, 2019
Help us identify those people who are shaping the future of technical support and service management.
Tag(s): supportworld, workforce enablement, support center, service management, people, leadership, metrics and measurements, customer experience, desktop support
Date Published November 19, 2019 - Last Updated December 17, 2019