Rigorous status management can streamline IT support to give experience management practices the boost they need. Here's how.
Tag(s): supportworld, support models, service design, service catalog, service level agreement, service level, service strategy, service management
Date Published January 9, 2024 - Last Updated April 4, 2024
January is named for the mythical Roman Janus, who had two faces, one looking forward and the other looking back. Let’s use that approach to see what 2023 brought and what we can see of 2024 as a result.
Tag(s): supportworld, artificial intelligence, ITSM, service management, ITIL, business value, future of support
Date Published January 8, 2024 - Last Updated June 21, 2024
From showing the value of your service desk to transforming your vendors into partners to enhance the customer experience, this year, we covered a variety of topics to make your work easier. As we count down to #1, here's the next installment in our top 23 articles of 2023.
Tag(s): supportworld, leadership, business value, customer experience, employee satisfaction
Date Published December 21, 2023 - Last Updated December 20, 2023
When marketing and IT come together, it can have a transformative impact on an organization. Here's how.
Tag(s): supportworld, leadership, business value, marketing
Date Published December 11, 2023 - Last Updated December 12, 2023
Join a team of technical support, service management and experience management leaders who share their knowledge with the HDI community. Be the thought leader others follow!
Tag(s): supportworld, community, industry, IT service management, technical support
Date Published December 6, 2023 - Last Updated February 16, 2024
Balancing the demands of daily operations with the need to innovate can feel like walking on a tightrope. Here's what leaders can do to cultivate an innovative mindset within their teams.
Tag(s): supportworld, agile, best practice, service strategy
Date Published November 30, 2023 - Last Updated November 29, 2023
Support expectations rely largely on completion targets, but this is not their purpose. How can we improve this situation?
Tag(s): supportworld, performance management, support models
Date Published November 13, 2023 - Last Updated December 5, 2023
Compassion and commitment are two often-misunderstood qualities, yet they can greatly influence effective leadership. Let's explore these two qualities in greater detail.
Tag(s): supportworld, best practice, collaboration, leadership
Date Published July 26, 2023 - Last Updated February 20, 2024
It doesn't take a self-aware, hyper-intelligent artificial intelligence to have a massive impact on the service and support industry. The continued advancement of this technology has led many to be concerned about the human impact. Is AI going to eliminate jobs?
Tag(s): supportworld, technology, automation, future of support
Date Published July 12, 2023 - Last Updated February 20, 2024
Inaccessible data can be worse than nothing. Here is how to address the issue.
Tag(s): supportworld, support models, technology
Date Published July 5, 2023 - Last Updated February 20, 2024