Support organizations have come a long way with the tools used for providing end-user support, but the trends for support's technology use and implementation are constantly changing. So, where are we now?
Tag(s): infographic, technology, technical support, service desk technology, supportworld
Date Published January 21, 2016 - Last Updated March 10, 2021
In this update to the 2014 road map, the DSAB articulates the continuing evolution of desktop support, including the skills needed, and industry trends, such as cloud computing, shadow IT, BYOD, virtualization, security needs, and consumerization.
Tag(s): desktop support, HDI, business value, leadership, service strategy, technology, supportworld
Date Published January 13, 2016 - Last Updated October 5, 2016
Many IT organizations struggle with user adoption when they release their first service portal. The user experience is the key to a successful service portal.
Tag(s): customer experience, customer satisfaction, customer service, knowledge management, service catalog, support center, support channels, supportworld
Date Published January 12, 2016 - Last Updated April 10, 2017
Contact center metrics such as First Call Resolution (FCR) can become difficult to measure when new channels are introduced into a service model.
Tag(s): customer satisfaction, customer-satisfaction-measurement, desktop support, first call resolution, metrics and measurements, multichannel support, reporting, social media, support channels, supportworld
Date Published December 17, 2015 - Last Updated May 11, 2016
First call resolution (FCR) is about answering or solving the customer’s problems on the first call, as quickly and for the least cost possible.
Tag(s): best practice, customer satisfaction, costs, desktop support, first call resolution, continual service improvement, incident management, metrics and measurements, process management, process-improvement, return on investment - ROI, supportworld
Date Published December 8, 2015 - Last Updated May 20, 2016
This program reduces incident counts and resolution times and increases support staff skills for getting to root causes and eliminating the incidents they cause.
Tag(s): benchmarking, best practice, business value, costs, incident management, leadership, process-improvement, professional development, root cause analysis, support center, supportworld, training, service management
Date Published November 24, 2015 - Last Updated May 11, 2016
The HDI Service Management Awards recognize excellence and honor support organizations that have generated positive, measurable results in IT service management.
Tag(s): business alignment, business value, continual service improvement, IT service management, IT-business alignment, ITSM, KCS, leadership, process-improvement, service management, support center, supportworld
Date Published November 17, 2015 - Last Updated December 1, 2017
Dashboards provide a visual representation of support center performance data, and the design is important for sharing business-critical information.
Tag(s): balanced scorecard, business intelligence, dashboards, KPI, metrics and measurements, performance management, Reporting and Analytics, reporting-and-analytics, reporting, service management, support center, supportworld, tools
Date Published November 17, 2015 - Last Updated May 11, 2016
A true enterprise service portal is not restricted to IT; it is a gateway to interacting with all of an organization's service providers from a single landing page.
Tag(s): agile, best practice, business value, ITIL, service desk, service management, support center, supportworld
Date Published November 10, 2015 - Last Updated April 19, 2019
It is essential to carefully plan the proof-of-concept phase to ensure an ITSM tool meets enterprise needs.
Tag(s): business alignment, collaboration, IT service management, ITSM, KPI, IT Service Management - ITSM, service level agreement, SLA, supportworld, tools, service management
Date Published November 3, 2015 - Last Updated May 11, 2016