Problem management doesn’t have to be complicated, and there is no wrong way of doing it, as long as it functions well and provides for the outcomes expected.
Tag(s): problem management, process management, service management, supportworld
Date Published September 14, 2016 - Last Updated December 1, 2017
In last week's #HDIchat, participants discussed sought-after skills for new hires to the support center.
Tag(s): hdichat, supportworld, technical support, service desk, people, staffing, workforce enablement
Date Published September 13, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed the role of the service desk in information security.
Tag(s): hdichat, supportworld, technical support, security management, service desk
Date Published September 13, 2016 - Last Updated December 15, 2016
If your support center is taking on a Shift-Left strategy, be aware that your metrics will change, and not always in a direction that looks good.
Tag(s): supportworld, metrics and measurements, first call resolution, customer-satisfaction-measurement, KPI, reporting, support center
Date Published September 12, 2016 - Last Updated December 15, 2016
Learn what John Deere did to engineer a lean service management structure and quality improvement roadmap designed to make the organization easier to do business with.
Tag(s): case study, IT service management, service management, lean, supportworld
Date Published September 8, 2016 - Last Updated December 15, 2016
The bimodal IT model aims to be slow and careful with the critical and legacy infrastructure, but fast in delivering user and customer facing applications and services.
Tag(s): future of support, devops, service management, supportworld
Date Published September 7, 2016 - Last Updated December 15, 2016
As tech support embraces a shift-left strategy, self-service can play an important role, reducing the volume of simple, repetitive contacts and reducing costs.
Tag(s): focus series, supportworld, technical support, trends, automation, escalation, knowledge management, self-service, self-service tools, support center
Date Published August 31, 2016 - Last Updated December 15, 2016
Workforce enablement operates with the belief that engaged employees will do good, efficient work.
Tag(s): workforce enablement, supportworld, leadership, employee engagement
Date Published August 31, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants considered whether they've been operating their service desks with the customer experience in mind.
Tag(s): hdichat, supportworld, support center, service desk, customer experience
Date Published August 30, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants shared the events they attend for professional development and why they attend those events in particular.
Tag(s): hdichat, supportworld, technical support, service management, professional development
Date Published August 30, 2016 - Last Updated December 15, 2016