For every service desk ticket you receive, there is a story that represents the customer journey.
Tag(s): supportworld, customer experience, service desk, support center
Date Published September 19, 2019 - Last Updated December 17, 2019
How one person with customer service experience enhanced his career with software and technical support skills.
Tag(s): supportworld, workforce enablement, support center, customer experience, customer service
Date Published September 18, 2019 - Last Updated December 17, 2019
The Service Management Awards honor service improvement, knowledge management, and change management initiatives that enhance the business.
Tag(s): supportworld, service management, workforce enablement, support center, metrics and measurements, desktop support, customer experience, technology
Date Published September 16, 2019 - Last Updated December 17, 2019
You need to understand the nuances between being transparent and having effective communication.
Tag(s): supportworld, customer experience, support center, ITSM
Date Published September 11, 2019 - Last Updated December 17, 2019
Learn the first steps to creating a strategy that is simple, relevant, and achievable and that keeps up with the pace of change in today's business environments.
Tag(s): supportworld, service management, business value, leadership, support center
Date Published September 6, 2019 - Last Updated December 17, 2019
Understanding, focusing on, and improving value is the most important thing any service and support organization can do.
Tag(s): supportworld, business value, service management, ITIL, ITSM
Date Published August 21, 2019 - Last Updated December 17, 2019
IT processes can be implemented without customizations and be successful. But the level of success decreases proportionately to the size of a service desk.
Tag(s): supportworld, service management, support center, ITIL, ITSM, devops
Date Published August 9, 2019 - Last Updated December 17, 2019
Service and support organizations face many complexities and challenges. The challenge is to find the time to dig in to the data and address what’s going on and why.
Tag(s): supportworld, metrics and measurements, service management, business value
Date Published August 8, 2019 - Last Updated August 8, 2019
By relying too heavily on tools, we as service desk leaders have diverted our attention to solving the symptom and ignoring the problem.
Tag(s): supportworld, support center, technology, tools, service management
Date Published August 7, 2019 - Last Updated December 17, 2019
Jeff Rumburg shares a case study that calculates the ROI for a particular support organization.
Tag(s): supportworld, metrics and measurements, business value, ROI
Date Published July 31, 2019 - Last Updated December 17, 2019