Learn how to be effective and successful in your role as a new leader in service and support.
Tag(s): supportworld, workforce enablement, leadership
Date Published March 11, 2020 - Last Updated September 2, 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
Date Published March 10, 2020 - Last Updated September 2, 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
Date Published March 5, 2020 - Last Updated September 2, 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
Date Published March 4, 2020 - Last Updated December 10, 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
Date Published March 3, 2020 - Last Updated September 2, 2020
Roy Atkinson interviewed Charles Araujo about the meaning of digital transformation.
Tag(s): supportworld, technology, service management, business value
Date Published February 27, 2020 - Last Updated September 2, 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
Date Published February 26, 2020 - Last Updated September 2, 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
Date Published February 25, 2020 - Last Updated September 2, 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
Date Published February 21, 2020 - Last Updated September 2, 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
Date Published February 19, 2020 - Last Updated September 2, 2020