Because of the nature of business today, IT management has shifted from a set of tactical tasks to some of the most strategic initiatives within an organization. The mere fact that IT management is now part and parcel of the overall executive management team is a testament to the significant...
Tag(s): white paper, practices and processes, ITIL, IT-business alignment, IT service management, business of support, best practice, framework, framework and methodologies, business alignment
Date Published - Last Updated April 30, 2015

 
Improving service management requires organizations to do things differently, and doing things differently requires organizational change. This white paper describes a straightforward, reproducible method of managing organizational change that will help ensure the success of any service...
Tag(s): white paper, service management, practices and processes, change management, organizational change management, supportworld
Date Published - Last Updated September 30, 2015

 

Join us on August 18 for a sneak peek at the DevOps FUSION Summit!

What are the practical steps that managers and executives in IT organizations can take to improve the transfer of knowledge between various teams?...

Tag(s): webinars, knowledge management, KM, devops
Date Published - Last Updated September 2, 2015

 
We needed to find ways to head off the expected volume increase while expanding the breadth of knowledge across all of our support agents.
Tag(s): case study, KCS
Date Published - Last Updated June 2, 2016

 
We observed our colleagues using the request tools where they worked. We realized that we needed to present information in a role-specific manner.
Tag(s): case study, service quality
Date Published - Last Updated June 2, 2016

Tag(s): desktop support, future of support, best practice, business of support, business value, change management, collaboration, compliance, escalation, asset management, remote support tools, technical support, technical support as a business, trends
Date Published - Last Updated March 10, 2021

Tag(s): support industry, service desk, best practice, business of support, trends, support models, support channels, support center, maturity models, industry, industry report, future of support, business value
Date Published - Last Updated March 10, 2021

Tag(s): KCS, KM, knowledge management
Date Published - Last Updated December 30, 2022

Tag(s): fusion conference, KCS, KM, knowledge management
Date Published - Last Updated December 30, 2022

 

Hear Buff Scott and Jim Bolton discuss the keys to success for implementing problem management and provide insight and tips for overcoming common roadblocks. This webinar will explore many important topics, such as the foundational elements that need to exist, the data you should be...

Tag(s): practices and processes, problem management, problem solving and troubleshooting, process-improvement, best practice
Date Published - Last Updated August 25, 2021