Service Management: Ch-ch-ch-changes

The service management world is at a crossroads. The rate of change is accelerating, and we need to be thinking about our organizations as systems.
Date Published November 9, 2017 - Last Updated December 6, 2017

Getting Started with Value Stream Mapping

Value Stream Mapping can be an effective leadership, collaboration, and problem-solving technique, but only if you obey these tips and warning hazards.
Date Published October 4, 2017 - Last Updated December 6, 2017

AI, Automation, and the IT Service Desk

AI and automation allow IT departments to create better customer-supporting solutions.
Date Published September 26, 2017 - Last Updated June 15, 2018

A Service Desk Evolution: From Under-Performing to High-Performing in 180 Days

Learn how one service desk manager overcame real-world challenges with people, process, and technology to create a high-performing support center.
Date Published September 22, 2017 - Last Updated December 6, 2017

How to Master Multilingual Support in the IT Support Center

Multilingual support is a growing priority for enterprise service desks.
Date Published September 14, 2017 - Last Updated January 21, 2020

Moving Beyond Legacy Support Systems

For technical support organizations, leaving behind a legacy system for newer technology is about providing the type of modern, seamless support users expect.
Date Published September 11, 2017 - Last Updated April 19, 2019

Artificial Intelligence: Shifting Work and Shifting Skills

What skills will support center analysts need as advanced technologies such as machine learning and AI take their places in the businesses we support?
Date Published September 6, 2017 - Last Updated April 19, 2019

What Do Uber and Self-Driving Cars Have to Do with the Service Portal?

With new technology, IT can deliver a service request catalog that’s as innovative as Uber and as automated as a self-driving car.
Date Published August 17, 2017 - Last Updated December 6, 2017

Next-Generation Service and Support in a Mobile-First, Cloud-First World, Part 2

Take a look at the trends that are shaping the future of service and support.
Date Published August 15, 2017 - Last Updated December 6, 2017

Next-Generation Service and Support in a Mobile-First, Cloud-First World, Part 1

This primer seeks to help IT organizations evolve their service and support models to optimize the value of the cloud and mobility.
Date Published August 15, 2017 - Last Updated December 6, 2017