While the implementation process for a chatbot is relatively easy, you must establish a strategy that lets you experiment and learn from the experience.
Date Published December 23, 2020 - Last Updated December 14, 2020
Change management should focus less on outputs and more on the desired outcomes the organization requires of change.
Date Published December 17, 2020 - Last Updated December 14, 2020
Inclusion is not just a box to be checked off for a public relations advantage. A diverse and inclusive workforce offers advantages to the bottom line for a business. Learn how to enlist frontline workers for the best results with any inclusion initiative.
Date Published December 16, 2020 - Last Updated December 16, 2020
IT service and support is all about working with technology, but sometimes teams may resist automation to their processes. Here is an argument for how ITSM automation might benefit a team by streamlining processes and increasing chances for customer feedback.
Date Published December 9, 2020 - Last Updated December 10, 2020
The previous year was a pivotal one for service management, helping the profession prove its worth within companies. The coming year will continue to offer opportunities for digital optimization, enhanced employee experience, more automation, and wider use of knowledge management.
Date Published November 24, 2020 - Last Updated November 23, 2020
Service level agreements are often driven and defined entirely by IT people without collaboration or agreement, and as such they are only concerned with measuring individual IT components, rather than the cumulative sum effect of these, as they are used. Here is a discussion of a different way.
Date Published November 11, 2020 - Last Updated November 17, 2020
Changes in scope of Service Asset and Configuration Management (SACM) can support organizations to shift rapidly to remote work when the next pandemic or disaster strikes. This is the final part of the “Bringing Service Home” series, which focuses on ways to operate IT service remotely.
Date Published November 2, 2020 - Last Updated October 30, 2020
A restaurant kitchen may seem like chaos, and yet it functions well even during surges in demand and unexpected challenges. Adaptability, clear communications, and a commitment to an orderly and efficient process help things run smoothly. Many IT departments could learn a thing or two about this.
Date Published October 1, 2020 - Last Updated October 20, 2020
The Service and Support Awards showcase individuals and teams that excel at service and support and elevate their businesses by maintaining the highest standards.
Date Published August 13, 2020 - Last Updated January 20, 2023
It’s no secret that we spend time on a lot of monotonous tasks. Why haven’t we automated everything away?
Date Published August 11, 2020 - Last Updated December 10, 2020