Did you know workspace analytics can help your support team save hours in productivity? Read to learn how easily you can optimize your service desk!
Tag(s): supportworld, technical support, automation, infographic
Date Published November 10, 2017 - Last Updated March 10, 2021
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.
Tag(s): supportworld, automation, service management, ITSM, culture
Date Published November 9, 2017 - Last Updated December 6, 2017
Effective process design is about engaging the business, understanding their objectives, and translating that knowledge into repeatable processes.
Tag(s): supportworld, service management, process, ITSM
Date Published November 8, 2017 - Last Updated June 15, 2018
KCS is a set of practices for knowledge management that can improve the quality of services, reduce costs, and improve customer satisfaction.
Tag(s): supportworld, service management, knowledge management, KCS
Date Published November 7, 2017 - Last Updated August 22, 2018
Learn how one organization changed the paradigm of conventional IT and put people first instead of ticket metrics to improve service delivery and customer satisfaction.
Tag(s): supportworld, customer experience, customer satisfaction, IT service management, ITSM, metrics and measurements
Date Published November 1, 2017 - Last Updated December 6, 2017
How one service desk took a primitive knowledge management program and introduced KCS best practices to improve incident and problem management.
Tag(s): supportworld, KCS, knowledge management, incident management, problem management
Date Published October 31, 2017 - Last Updated December 6, 2017
Learn how one service desk improved first call resolution, implemented self-service password reset, and formalized a continuous improvement process.
Tag(s): supportworld, service management, six sigma, self-service, continual service improvement, first call resolution
Date Published October 31, 2017 - Last Updated December 6, 2017
Every service and support organization needs a clearly defined governance framework encompassing all ITSM processes.
Tag(s): supportworld, service management, ITSM, IT service management, governance, incident management
Date Published October 27, 2017 - Last Updated December 6, 2017
In the past decade, training delivery methods have evolved to include virtual and e-learning options in addition to traditional classroom training.
Tag(s): supportworld, training, workforce enablement
Date Published October 24, 2017 - Last Updated December 6, 2017
When Ellie Mae Technical Support adopted KCS, they reduced handle times, improved self-service options, and increased customer satisfaction.
Tag(s): supportworld, service management, knowledge management, KCS, self-service
Date Published October 23, 2017 - Last Updated December 6, 2017