AI and automation allow IT departments to create better customer-supporting solutions.
Tag(s): supportworld, automation, service desk, service management
September 26, 2017
Learn how one service desk manager overcame real-world challenges with people, process, and technology to create a high-performing support center.
Tag(s): supportworld, service management, ITSM, workforce enablement, technology, process
September 22, 2017
Multilingual support is a growing priority for enterprise service desks.
Tag(s): supportworld, technology, support center
September 14, 2017
For technical support organizations, leaving behind a legacy system for newer technology is about providing the type of modern, seamless support users expect.
Tag(s): supportworld, technical support, tools, support center, remote support tools
September 11, 2017
What skills will support center analysts need as advanced technologies such as machine learning and AI take their places in the businesses we support?
Tag(s): supportworld, technical support, support center, automation
September 6, 2017
With new technology, IT can deliver a service request catalog that’s as innovative as Uber and as automated as a self-driving car.
Tag(s): supportworld, service management, ITSM, service catalog, self-service tools, self-service, automation
August 17, 2017
This primer seeks to help IT organizations evolve their service and support models to optimize the value of the cloud and mobility.
Tag(s): supportworld, service management, mobility, cloud, cloud computing
August 15, 2017
Take a look at the trends that are shaping the future of service and support.
Tag(s): supportworld, service management, cloud computing, cloud, mobility
August 15, 2017
It’s summertime in the northern hemisphere, and many people are taking vacation. That includes people who work in support centers, where staffing levels can be critical.
Tag(s): supportworld, support center, automation, staffing
June 28, 2017
Matt Hooper was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Matt to be involved in the community.
Tag(s): supportworld, leadership, ITSM, service management, technology
June 27, 2017