Corporations want to be quick to market and adaptable to constant change. They want to generate feedback, reduce support calls, and increase velocity. Unfortunately, this is often achieved at the expense of sound security.
Tag(s): security management, change management
Date Published - Last Updated 8 Years, 33 Days, 2 Hours, 46 Minutes ago
Asset management is a time-consuming task, and larger organizations have a greater need for dedicated toolsets. What features should IT look for when selecting this type of software?
Tag(s): asset management, technology, trends
Date Published - Last Updated 8 Years, 33 Days, 14 Hours, 35 Minutes ago
Knowledge management is more critical than ever. Advanced technologies, such as virtual agents, chatbots, and AI, require that organizations have knowledge organized and accessible to the “smart machines.” One of the goals of knowledge management is to provide...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published - Last Updated 2 Years, 185 Days, 20 Hours, 46 Minutes ago
if you want everyone in the boat rowing at the same speed, you must get the first oar in the water, then the next, and so on until everyone is contributing to the boat’s forward momentum. This is the essence of collective responsibility. Simulations can provide you with the game film, practice,...
Tag(s): business of support, service management, supportworld
Date Published - Last Updated 8 Years, 33 Days, 2 Hours, 31 Minutes ago
The consumerization of technology and the “Google-ization” of information have changed the knowledge management landscape. How can you address these challenges in a way that benefits your users, your staff, and your business?
Tag(s): knowledge management, knowledge-management-systems, Knowledge Management Systems, support center
Date Published - Last Updated 8 Years, 33 Days, 15 Hours, 45 Minutes ago
As more organizations adopt ITIL best practices or pursue ISO/IEC 20000 certification, the number of BRMs continues to rise. Gartner predicts that the percentage of IT personnel dedicated to relationship management and change leadership functions will reach nearly 15 percent by the end of 2013,...
Tag(s): business alignment, ITIL, IT-business alignment
Date Published - Last Updated 8 Years, 33 Days, 15 Hours, 54 Minutes ago
For more than twenty years, the technical service and support industry has been trying to arrive at a common understanding of IT/business alignment. But why is this subject so important? Well, IT/business alignment has long been seen as one of the keys to synching IT’s goals with the business’s...
Tag(s): business alignment, incident management, ITIL, service desk, service level management
Date Published - Last Updated 8 Years, 33 Days, 15 Hours, 41 Minutes ago
A self-assist solution is one in which a person doesn’t directly rely on any other person to resolve their problem. No phone call needs to be placed. No chat window needs to be opened. No email needs to be exchanged. True self-assist (sometimes called self-service) is similar to how gas stations...
Tag(s): practices and processes, knowledge management, self-service tools, KM
Date Published - Last Updated 8 Years, 33 Days, 16 Hours, 16 Minutes ago
In the beginning, it’s all about the basics: incident management, problem management, and change management. The momentum generated by the simple act of embracing the new concepts carries things forward—to a point. There is so much excitement that maybe, just maybe, things will really change...
Tag(s): metrics and measurements, service design, service management
Date Published - Last Updated 8 Years, 33 Days, 16 Hours, 24 Minutes ago
In the pursuit of improvement, knowledge is key. Today’s knowledge management tools are more robust, and getting smarter all the time. But remember, a lot comes down to the human factor: a body of knowledge is only as good as the support professionals who use it, fix it, flag it, and add to it.
Tag(s): technology, knowledge management
Date Published - Last Updated 8 Years, 33 Days, 16 Hours, 25 Minutes ago