InformationWeek talks with Forrester VP Brandon Purcell on what change is in store in the coming year, and how companies will adapt.
Tag(s): supportworld, service management, automation
January 31, 2022

 
In a digital and remote age, it’s often more difficult than ever to be understood. Here are some tips to improve your chances with colleagues and clients.
Tag(s): best practice, business intelligence, communications skills, communications technology, supportworld
January 18, 2022

 
Best of HDI in 2021 - #8: On the surface, it would seem the two concepts are diametrically opposed. However, as both have evolved and been integrated into the workplace, the distance between the two has closed. Here’s an argument for how to make both work for you.
Tag(s): supportworld, service quality, best practice, agile, ITIL
December 15, 2021

 
We all know that we have two weeks, at most, to fill a position, but too often we are stuck either hiring warm bodies or putting extra workload on our team. It’s better to prepare for the inevitable departures. Here’s how.
Tag(s): supportworld, culture, customer experience, best practice, remote support tools, relationship
December 2, 2021

 
More tickets, less human contact is a recipe for burnout. Here are some concrete suggestions for how to help ensure your IT support team isn’t feeling overwhelmed. It may take a different strategy to dig out of the mountain of tickets, but it’s better than risking attrition.
Tag(s): supportworld, culture, customer experience, best practice, remote support tools, relationship
December 2, 2021

 

Time is the one thing we can’t make more of through hiring, investment, or process re-invention. We can only make the best use of the time we have each day. For tech...

Tag(s): webinars, supportworld, automation
December 2, 2021

 

Service management practices once limited to IT are increasingly being applied to other functions across organizations,...

Tag(s): webinars, supportworld, automation
December 2, 2021

 

As we move through 2022, IT faces constantly increasing ticket volumes and ongoing operational disruptions as organizations adapt to...

Tag(s): webinars, supportworld, automation
December 2, 2021

 

Higher education is among the most dynamic and complex IT environments to manage and to serve. Demands change like fashion with each incoming class. Students are constantly...

Tag(s): webinars, supportworld, automation
December 2, 2021

 
Automation is only a benefit when it is implemented correctly and for the right reasons. If done poorly, it can even create more work for your team. Here, we walk you through a step-by-step process on how to determine what to automate and how best to do it.
Tag(s): supportworld, service quality, service management, best practice, automation, ROI
November 3, 2021