Change management should focus less on outputs and more on the desired outcomes the organization requires of change.
Tag(s): supportworld, service management, change management, business value, agile, devops, ITIL
June 4, 2020
Industry experts and practitioners discussed the future of service and support in this one-day virtual summit.
Tag(s): supportworld, coronavirus, customer experience, customer service, desktop support, metrics and measurements, service management, support center, technology, workforce enablement, workforce enablement
May 29, 2020
The IT culture we’ve known will not survive in the 2020s. It is up to us whether IT provides the competitive advantage that helps our companies survive.
Tag(s): supportworld, coronavirus, workforce enablement, workforce enablement, technology, culture
May 27, 2020
Consider these technology and management factors to help you build resiliency for your service and support organization.
Tag(s): supportworld, coronavirus, technology, process, workforce enablement, service management
May 20, 2020
While the implementation process for a chatbot is relatively easy, you must establish a strategy that lets you experiment and learn from the experience.
Tag(s): supportworld, automation, technology, knowledge management
April 29, 2020
Now that work from home is a rule, not an exception, how can we continue to deliver high-quality service management in this new normal?
Tag(s): supportworld, service management, customer experience, self-service, SLA, workforce enablement, automation, coronavirus
March 31, 2020
It’s time for us to raise the bar for customer experience in IT service and support. Here are the new rules for ITSM in 2020.
Tag(s): supportworld, customer experience, technology, ITSM, service management, coronavirus
March 19, 2020
Learn why a leadership and organizational perspective must be the focus to move the conversation from technology to value.
Tag(s): supportworld, service management, leadership, technology
March 18, 2020
The status quo can no longer be accepted. People need to work up, down, and across the organization to drive change.
Tag(s): supportworld, workforce enablement, customer experience, collaboration, coronavirus
March 4, 2020
Roy Atkinson interviewed Charles Araujo about the meaning of digital transformation.
Tag(s): supportworld, technology, service management, business value
February 27, 2020