As tech support professionals, we must ensure that the metrics we report provide value to inform our services at operational, tactical, and strategic levels.
Tag(s): balanced scorecard, KPI, metrics and measurements, reporting, supportworld, technical support
Date Published January 1, 2017 - Last Updated December 15, 2016
Traditional change management doesn’t support the rate of change required by businesses today. But DevOps can accelerate implementation of business-required changes.
Tag(s): change management, devops, business alignment, service management, supportworld
Date Published January 1, 2017 - Last Updated December 15, 2016
Onboarding begins before the first day on the job and ends after the routine is established. Engage your rookie to set them up for success.
Tag(s): coaching, culture, employee engagement, employee satisfaction, human resources, job descriptions, leadership, motivation, people, relationship, staffing, supportworld, team building, training, workforce enablement, workforce enablement
Date Published December 29, 2016 - Last Updated April 19, 2019
There is often confusion between the information we collect for a dashboard and the information needed to make a decision.
Tag(s): best practice, balanced scorecard, dashboards, metrics and measurements, supportworld
Date Published December 28, 2016 - Last Updated April 19, 2019
Changing how we see service desks and using our existing assets (best practices, processes, tools, skillsets of the team) better is the key to long-lasting transformation.
Tag(s): business intelligence, business value, desktop support, service desk, support center, metrics and measurements, supportworld
Date Published December 27, 2016 - Last Updated April 19, 2019
Using a business-case approach with tools to assess total cost of ownership, cost/benefit analysis, and return on investment will help you minimize risks and costs associated with IT investments.
Tag(s): supportworld, tools, ROI, return on investment - ROI, IT-business alignment, financial management, costs, business value, business alignment, service management
Date Published December 22, 2016 - Last Updated July 20, 2017
Systems thinking can help you avoid costly mistakes such as introducing applications that are not compatible into an organization’s environment, interrupting workflows.
Tag(s): business alignment, collaboration, devops, organizational change management, supportworld, technology, service management
Date Published December 21, 2016 - Last Updated December 15, 2016
The top five SupportWorld articles of 2016 cover themes tech support professionals tackle every day, including customer service, knowledge management, service metrics, gamification, shift-left, and the future of the service desk.
Tag(s): supportworld, support center, desktop support, service management, metrics and measurements, technology, customer experience, workforce enablement
Date Published December 20, 2016 - Last Updated April 19, 2019
A knowledge management system improves decision making; reduces duplication of effort; lowers costs; and empowers customers, users, and all of IT.
Tag(s): continual service improvement, IT service management, ITSM, ITIL, KCS, KM, knowledge management, service management, supportworld
Date Published December 15, 2016 - Last Updated December 15, 2016
Desktop support is more than just the “people who repair computers.” Desktop support technicians cover a wide range of responsibilities supporting many tasks.
Tag(s): focus series, supportworld, asset management, desktop support, ITIL, mobile device support, security management, technical support, trends, VDI, virtual desktop infrastructure - VDI
Date Published December 15, 2016 - Last Updated December 15, 2016