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Today's service desks are farther and farther removed from the help desks of yesteryear in which all equipment was standardized and issued...
Tag(s): supportworld, incident management, webinars
Date Published March 26, 2018 - Last Updated March 27, 2018
As technology becomes increasingly critical to businesses and other organizations, speed becomes more and more important. Whether the support organization is delivering on service requests or resolving incidents, there can be negative business impacts: new hires whose equipment...
Tag(s): supportworld, incident management, webinars
Date Published March 26, 2018 - Last Updated September 24, 2021
Technology is changing at a faster pace than ever and will continue to accelerate. Support centers (help desks or service desks) not only need to keep up with the technologies of their customers or users but also the technology within the support center itself. The customers...
Tag(s): supportworld, incident management, webinars
Date Published March 26, 2018 - Last Updated September 24, 2021
The Houston Independent School District overcame challenges with leadership turnover, hardware rollouts, knowledge management, and business systems to achieve team excellence.
Tag(s): supportworld, workforce enablement, workforce enablement, service management, technology, metrics and measurements, customer experience, customer service, desktop support, support center, hdi conference
Date Published March 26, 2018 - Last Updated December 13, 2018
Western Kentucky University’s IT division set out to implement KCS, despite previous knowledge management efforts ending in frustration.
Tag(s): supportworld, support center, knowledge management, knowledge-management-systems, KCS, KM
Date Published March 21, 2018 - Last Updated December 13, 2018
Jeff Rumburg explores tickets per user per month and dispels a common misperception that the user population alone will define the number of technicians needed.
Tag(s): supportworld, metrics and measurements, staffing, support center
Date Published March 20, 2018 - Last Updated December 13, 2018
In today’s millennial workplace, team members seek a sense of purpose. Understanding goals and objectives of the team is key to success.
Tag(s): supportworld, workforce enablement, workforce enablement, team building, leadership
Date Published March 15, 2018 - Last Updated December 13, 2018
Many service and support organizations struggle with the ability to make lasting improvements because they don't know how to assess the metrics they report.
Tag(s): supportworld, metrics and measurements
Date Published March 14, 2018 - Last Updated December 13, 2018
Rolling out KCS practices is the easy part; keeping a culture of knowledge sharing where employees want to participate is where things get tricky.
Tag(s): supportworld, support center, KCS, KM, knowledge management, workforce enablement, workforce enablement, culture
Date Published March 13, 2018 - Last Updated December 13, 2018
IT maturity is defined by the collective set of IT capabilities; it’s about what the IT department can do for the business.
Tag(s): supportworld, service management, maturity models
Date Published March 8, 2018 - Last Updated December 13, 2018