Learn how to be effective and successful in your role as a new leader in service and support.
Tag(s): supportworld, workforce enablement, leadership
March 11, 2020
What is preventing us from providing top-tier support and customer experience beyond the service desk?
Tag(s): supportworld, service management, ITSM, business value
March 10, 2020
Empowered analysts are enabled to do their jobs well and keep customers happy.
Tag(s): supportworld, workforce enablement, customer experience, customer satisfaction, employee engagement, coronavirus
March 5, 2020
The status quo can no longer be accepted. People need to work up, down, and across the organization to drive change.
Tag(s): supportworld, workforce enablement, customer experience, collaboration, coronavirus
March 4, 2020
ITSM is not just about workflows and escalations and tickets and knowledge articles, but how the use of technology enables business value and outcomes.
Tag(s): supportworld, service management, practices and processes, ITSM, business value
March 3, 2020
Roy Atkinson interviewed Charles Araujo about the meaning of digital transformation.
Tag(s): supportworld, technology, service management, business value
February 27, 2020
The best way to build a conversation is to capture and use real support conversations to program your bot.
Tag(s): supportworld, automation, service management, customer experience
February 26, 2020
Pierre Bernard explores how the knowledge management practice interacts with the other ITSM practices based on ITIL 4.
Tag(s): supportworld, service management, ITIL, knowledge management, practices and processes, ITSM
February 25, 2020
It is important for analysts to adhere to the schedule as closely as possible to ensure that productivity and service-level goals are met.
Tag(s): metrics and measurements, supportworld, service desk, workforce enablement, workforce enablement
February 21, 2020
Staying active in the ITSM community can help you build a network of valuable resources to continue your own growth and add value to your organization.
Tag(s): supportworld, service management, workforce enablement, technology, support center, metrics and measurements, desktop support, customer experience
February 19, 2020