Cybersecurity pros are in high demand, but you don’t necessarily need to drop everything and go back to school to become one. Here's how one system administrator developed his own personal online night school curriculum to gain the expertise for a successful security career.
Tag(s): supportworld, service quality, service management, security management, training, best practice, culture
July 7, 2021

An intrinsic part of being human is the ability to tell stories, and managers shouldn’t set aside this aspect of communication when coaching about nuts and bolts issues. Instead, storytelling can be an integral part of helping frontline team members understand the “why” of what is being asked of...
Tag(s): supportworld, service quality, service management, best practice, coaching
July 5, 2021

A poignant movie distills an important lesson for one IT service and support industry road warrior, and causes him to redefine what is important in life. After all, he said, nobody on their deathbed ever said, "I wish I spent more time at work.”
Tag(s): supportworld, best practice, community, culture
June 29, 2021

Here is a way to assess your mission statement to ensure it acts as a north star to good outcomes for both your organization and your customers. Here, we also provide criteria for a solid mission statement. Take the quiz and see where you land.
Tag(s): supportworld, service management, business of support, community, culture, employee engagement
June 10, 2021

We ask five questions of NJ Robinson, who serves as Deputy Director of the 794th Communications Squadron of the United States Air Force. He suggests that flexibility and soft skills are keys for longevity and success in the IT service and support industries.
Tag(s): supportworld, service management, business of support, community, culture, employee engagement
June 9, 2021

The world of IT is constantly evolving and with it, IT positions. However, there's no one path that will suit all organizations. Here, IT thought leaders share how they think the titles and roles will evolve in the near future.
Tag(s): supportworld, service management, business of support, community, culture, employee engagement
June 8, 2021

Organizations must overcome the limitations of VPNs to become true digital businesses and rethink how they can better support and secure their remote workforce. Here is the argument as to why from a chief security officer, and tips for how to do it.
Tag(s): supportworld, best practice, cloud, cloud computing, security management, virtual work, virtual support tools
June 2, 2021

The benefits of microshifts can reach far beyond maintaining staffing levels. The practice can be utilized as a way to build up goodwill and create a sense of mission among employees, and can even help expose your future leadership to new parts of the organization.
Tag(s): supportworld, culture, workforce enablement, staffing, scheduling
May 24, 2021

As IT operations continue drifting into the cloud, it's important to ensure that organization personnel keep pace with the latest skills and practices. It’s not enough to find people who are skilled in cloud technology; you need to prioritize training for it within your existing workforce.
Tag(s): supportworld, culture, cloud, cloud computing, training
May 12, 2021

Often, it requires more than raw IT skills to deliver great IT support for customers and clients. Here, we discuss how to change your hiring process and recruitment process to find people who have some IT skills and versatility, and provide a strong customer experience.
Tag(s): supportworld, culture, contracting, customer experience, diversity, human resources
May 11, 2021