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 February 25, 2016
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 February 25, 2016
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 February 25, 2016
As service management frameworks, concepts, and tools expand beyond the IT function, IT leaders and their teams play a critical role in helping define and explain the benefits of implementing a service-focused mindset across every business function. But it is important to...
Tag(s): webinars, supportworld, business value, IT service management, ITSM, enterprise service management
Date Published - Last Updated January 25, 2023
Implementing role-based provisioning can help large organizations address common pain points and better secure private data, but implementation requires careful planning and takes time to get right. Join industry leader Phyllis Drucker to learn about the benefits you can realize...
Tag(s): webinars, supportworld, people, asset management, capacity management, configuration management
Date Published - Last Updated January 6, 2023
Recent HDI surveys show that close to a quarter of organizations that have purchased a service management solution are in the process of replacing existing systems. The replacements are intended improve user/customer experience, support changes to service delivery models and...
Tag(s): webinars, supportworld, technology, ITSM, service management, IT service management, enterprise service management
Date Published - Last Updated January 6, 2023
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 February 25, 2016
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 February 25, 2016
By and large, support tools and processes have simply not kept up with the growth of technology as a whole. Why can’t all of these systems be integrated?
Tag(s): technology, incident management, service management, tools
Date Published - Last Updated February 25, 2016
Frameworks existed long before there was technology. So why is it that so many organizations have only recently now begun to evaluate and adopt IT frameworks? The easy answer is structure. In order to manage a complex system or value network, organizations need to adopt a structured environment...
Tag(s): process, framework and methodologies
Date Published - Last Updated May 11, 2016