ITIL, the best practice framework formerly known as the IT Infrastructure Library, has played a big role in the evolution of corporate IT. Love it or hate it, it’s hard to dispute the fact that ITIL has done much to improve the professionalism and performance of technical service and support...
Tag(s): ITIL, future of support, ITSM
Date Published - Last Updated February 26, 2016
As IT professionals, we all know that having repeatable processes and following some type of best practices framework can provide some structure, a method to the madness. So, rather than share prescriptive guidance that will enable you to successfully implement a knowledge base, I thought I...
Tag(s): knowledge management, KM
Date Published - Last Updated February 26, 2016
As the face of IT, the support organization plays a significant role in the customer’s overall experience and perception of IT. In recent years, many organizations have found that their internal customers’ expectations have evolved; they now expect—if not demand—the usability, self-help tools,...
Tag(s): IT service management, ITSM, customer experience, supportworld
Date Published - Last Updated February 26, 2016
What is the future of knowledge management? The quick answer is multi: multimedia, multichannel, and multilingual. As we look ahead two to three years, I believe these three attributes will have a powerful effect on several key trends in service and support, all of which have implications for...
Tag(s): future of support, knowledge management, KM, value-add
Date Published - Last Updated February 25, 2016
Sending people to ITIL training and buying tools that promise “out of the box” ITIL are no guarantee of success. Flexibility and creativity are required to make change happen across the organization. This, in turn, requires people to be ready and willing to change, and this won’t happen by...
Tag(s): ITSM, supportworld
Date Published - Last Updated February 26, 2016
Economic realities are driving organizations to consider new options for service delivery that can help them operate cost-effectively while still driving service excellence. As they seek greater efficiencies, it no longer makes sense to have multiple layers of the same functionalities and silos...
Tag(s): service management, ITSM
Date Published - Last Updated February 26, 2016
The University of Phoenix’s Technical Assistance Center (TAC) handles more than 1.6 million student and faculty contacts per year, including incidents, service requests, and urgent “how-to” training opportunities. In 2010, the TAC was looking for an effective way to guide the knowledge...
Tag(s): KCS, trends, case study
Date Published - Last Updated February 25, 2016
In the March/April issue of SupportWorld, Jim McKennan provided an overview of some of the activities related to problem management, including incident matching and root cause analysis. In this article, I will build upon that foundation by providing additional insights into the problem...
Tag(s): problem management
Date Published - Last Updated February 26, 2016
Having an understanding of the key parts of project planning is critical to the success of any support team. There are two key elements of project management: people and process. Each element has ...
Tag(s): desktop support, problem management, supportworld
Date Published - Last Updated February 26, 2016
As an organization in a highly regulated industry, Tampa Electric faces complexities and pressures that other organizations may not. As a guardian of the grid, those complexities and pressures are compounded. Yet Tampa Electric’s “culture of security” and practical approaches to security could...
Tag(s): security management
Date Published - Last Updated February 26, 2016