If you want to measure success in providing high-quality service and support, you need to include feedback from end-users.
Tag(s): supportworld, customer experience, customer service, service management, support center, service desk
Date Published July 15, 2020 - Last Updated December 10, 2020
Whatever we do in regard to change management, it must be adaptive enough for all types of IT changes—not just applications or infrastructure.
Tag(s): supportworld, service management, ITSM, change management, business value, practices and processes, process
Date Published July 14, 2020 - Last Updated December 10, 2020
ITSM departments need to put processes in place to mitigate the risk of real and perceived security threats.
Tag(s): supportworld, service management, risk management
Date Published July 9, 2020 - Last Updated December 10, 2020
Learn how home-based work can contribute to a long-term business continuity strategy for service and support organizations.
Tag(s): supportworld, service management, business continuity, disaster recovery, service desk, support center
Date Published July 8, 2020 - Last Updated December 10, 2020
The service desk as the single point of contact helps enable a stronger shift-left strategy and the delivery of consistent and high-quality customer service.
Tag(s): supportworld, service management, support center, service desk, customer experience, customer service, single point of contact
Date Published July 7, 2020 - Last Updated December 10, 2020
With a skill set that combines technical aptitude with customer service and communication skills, good technical support candidates can be difficult to find.
Tag(s): supportworld, people, staffing, workforce enablement, workforce enablement, service desk, support center
Date Published July 2, 2020 - Last Updated December 10, 2020
Doug Tedder explores why problem management is so important and presents problem analysis techniques.
Tag(s): supportworld, service management, problem management, ITIL, ITSM
Date Published July 1, 2020 - Last Updated December 10, 2020
The industry has rediscovered that technology is not an end unto itself, but that its function is to serve and support people.
Tag(s): supportworld, service management, ITSM, technology, framework and methodologies
Date Published June 30, 2020 - Last Updated December 10, 2020
When you implement shift left, you create opportunities for your customers to use a tier of support that minimizes their efforts, your efforts, and costs.
Tag(s): supportworld, service management, service desk, support center, metrics and measurements, costs
Date Published June 26, 2020 - Last Updated December 10, 2020
Roy Atkinson interviewed David Moskowitz for his thoughts on the definition of systems thinking and why it’s important in IT.
Tag(s): supportworld, service management, ITSM, podcast
Date Published June 25, 2020 - Last Updated December 10, 2020