There’s a difference between saying “I feel feverish” and saying “My temperature is 101°F.” In the second case, you’ve used a measuring device (thermometer) to find out what your temperature really is. Likewise, we can make a guess that “Our customers like us” because of comments in the hallway,...
Tag(s): customer-satisfaction-measurement, customer experience, customer satisfaction, supportworld
December 1, 2014
DevOps is poised to change IT, and the same ITSM practitioners who’ve been dismissing DevOps are the ones most equipped to support DevOps initiatives and create value for the business. Find out how ITSM practitioners can contribute to this exciting organizational journey.
Tag(s): supportworld, devops, ITSM, IT service management
July 1, 2013
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, supportworld
Improving service management requires organizations to do things differently, and doing things differently requires organizational change. This white paper describes a straightforward, reproducible method of managing organizational change that will help ensure the success of any service...
Tag(s): white paper, service management, practices and processes, change management, organizational change management, supportworld
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Both the scope and velocity...
Tag(s): supportworld, incident management, webinars
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Everyone knows changes are risky; change management is responsible for managing that change-related risk. In theory, it's simple; in the real world, it's a far cry harder. This webinar presents a...
Tag(s): supportworld, incident management, webinars
Today, field and support service organizations are being challenged to replace traditional service offerings, where technical services are provided for a fixed price, to new models where revenue is earned by delivering positive customer outcomes. The biggest problem with confronting this...
Tag(s): business of support, supportworld
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More organizations than ever before are now recognizing the importance of the employee experience....
Tag(s): supportworld, incident management, webinars
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Because more of our world depends on technology, complexity, criticality, and risk are all increasing, and so is the cost of...
Tag(s): supportworld, incident management, webinars
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Customer service has changed a great deal over the last decade. Currently, one of the major trends has us all...
Tag(s): supportworld, incident management, webinars