This primer seeks to help IT organizations evolve their service and support models to optimize the value of the cloud and mobility.
Tag(s): supportworld, service management, mobility, cloud, cloud computing
Date Published August 15, 2017 - Last Updated December 6, 2017
This #HDIchat tackled the topic of creating a successful service portal. Phyllis Drucker joined the twitter chat as our guest expert.
Tag(s): customer experience, service management, supportworld, service catalog, self-service tools, self-service, hdichat
Date Published August 15, 2017 - Last Updated December 6, 2017
Take a look at the trends that are shaping the future of service and support.
Tag(s): supportworld, service management, cloud computing, cloud, mobility
Date Published August 15, 2017 - Last Updated December 6, 2017
David Ratcliffe was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates David to be involved in the community.
Tag(s): supportworld, service management, leadership, ITIL, ITSM, IT service management, community
Date Published August 15, 2017 - Last Updated December 6, 2017
Don’t let your service management reporting metrics end up in the trash. Know your audience and report the metrics that matter to them in a timely manner.
Tag(s): supportworld, service management, metrics and measurements, dashboards, business alignment
Date Published August 15, 2017 - Last Updated December 6, 2017
For some support organizations, the swarming model, with its emphasis on real-time handling of issues, can deliver faster and more effective response and resolution.
Tag(s): supportworld, ITSM, service management, support models
Date Published August 10, 2017 - Last Updated December 6, 2017
Troy DuMoulin was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Troy to be involved in the community.
Tag(s): supportworld, service management, ITSM, ITIL, lean, governance, community
Date Published August 1, 2017 - Last Updated December 6, 2017
There’s a term floating around the development world that the service desk can adopt. It’s called microservices.
Tag(s): supportworld, desktop support, technical support, service desk, service management
Date Published July 27, 2017 - Last Updated December 6, 2017
It’s time to examine the tiered support model and determine where and when an alternative model such as swarming makes sense.
Tag(s): supportworld, ITIL, ITSM, service management, service strategy, future of support
Date Published July 20, 2017 - Last Updated December 6, 2017
Brandon Caudle was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Brandon to be involved in the community.
Tag(s): supportworld, support center, service management, self-service, community
Date Published July 18, 2017 - Last Updated December 6, 2017