We were looking for increased functionality, including automation, defined escalation paths, trend analysis, and real-time dashboards and reporting.
Tag(s): case study, service quality
Date Published - Last Updated June 2, 2016
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
Fiserv began implementing its knowledge management strategy in 2012. First, they implemented a process to streamline the receipt of knowledge updates.
Tag(s): case study, KCS
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
Register now!
The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings. Attend this webinar to learn how the 2016...
Tag(s): community, membership, service management, continual service improvement, webinars, supportworld
Date Published - Last Updated January 24, 2017
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
Technology never stops evolving. So we’re left with a choice: evolve with it or get left behind. Because of these rapid changes, the technical support world is playing catch-up, trying to meet the demands of the latest litany of industry buzzwords: the cloud,...
Tag(s): support models, technical support, business of support, ITSM
Date Published - Last Updated December 30, 2014
In the interest of strengthening alignment with overall business objectives, technical service and support organizations are streamlining their support models by blending the service desk and desktop support, enhancing remote and mobile support, bolstering...
Tag(s): technical support, ITSM, service management, technology, service support, service strategy
Date Published - Last Updated October 31, 2014