Opinions about ITIL are varied, but almost everyone agrees it has given information technology (IT) a common language. ITIL 4 brings a major conceptual change.
Tag(s): service management, supportworld, ITSM, ITIL
Date Published March 27, 2019 - Last Updated December 17, 2019
Ticket handle time is the average time that an agent spends on a service desk ticket and affects costs and staffing.
Tag(s): supportworld, service desk, metrics and measurements
Date Published March 26, 2019 - Last Updated December 17, 2019
Roy Atkinson interviewed Doug Tedder about Enterprise Service Management, the VeriSM™ approach, the value of training, and more.
Tag(s): supportworld, service management, ITSM, podcast
Date Published March 21, 2019 - Last Updated December 17, 2019
Enterprise service management enables organizations to utilize a single operating model for all providers that offer goods and services internally.
Tag(s): supportworld, service management, service desk, ITSM, human resources
Date Published March 20, 2019 - Last Updated December 17, 2019
How do you know that your self-service portal is effective? Take a close look at your analytics.
Tag(s): supportworld, service management, support center, metrics and measurements, self-service
Date Published March 19, 2019 - Last Updated December 17, 2019
Alma Miller illustrates why bad leaders are so hard to help and how to prevent this from becoming a roadblock.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership
Date Published March 14, 2019 - Last Updated December 17, 2019
One-on-one meetings are meant for any employee that works for you, from the struggling employee to even the rock star.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, people
Date Published March 13, 2019 - Last Updated December 17, 2019
There’s a story somewhere in your data. You just need to learn how to tell it.
Tag(s): supportworld, metrics and measurements, support center
Date Published March 12, 2019 - Last Updated December 17, 2019
Roy Atkinson and Phyllis Drucker discuss, innovation, self-service portals, enterprise service management, and much more.
Tag(s): supportworld, service management, security management, ITSM, IT service management
Date Published March 8, 2019 - Last Updated December 17, 2019
IT organizations that struggle to describe how they deliver value describe value in terms of technology or activities or cost rather than in terms of business value.
Tag(s): supportworld, business value, service management
Date Published March 6, 2019 - Last Updated December 17, 2019