Paul Dooley explains the typical structure for a service desk that uses a tiered support model and the possibility of combining tiered support with a swarming model.
Tag(s): supportworld, support center, technical support, staffing, support models
Date Published November 8, 2018 - Last Updated December 13, 2018
Getting your boss to buy-in and support your good idea is not simple. Practice your influencing skills to gain trust and credibility.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership
Date Published November 7, 2018 - Last Updated December 13, 2018
Roy Atkinson talks with Patti Blackstaffe to learn what people strategy means and why it matters to IT success.
Tag(s): supportworld, workforce enablement, service management, change management, ITSM
Date Published November 6, 2018 - Last Updated December 13, 2018
Cost reduction, increased end-user satisfaction, and digital transformation are some of the benefits of a shift-left approach for your service desk.
Tag(s): supportworld, service management, ITSM, service desk, self-service, sponsored, support center
Date Published November 5, 2018 - Last Updated December 13, 2018
The HDI team would like to honor the memory of our Service Management World 2018 keynote speaker, Tom Kadlec, who passed away on October 24, 2018.
Tag(s): supportworld, support center, service management, customer experience, desktop support, metrics and measurements, workforce enablement, technology
Date Published November 1, 2018 - Last Updated December 13, 2018
Ensure that your training goals are aligned with overall business goals and establish measurements for gauging effectiveness of that training.
Tag(s): supportworld, training, business alignment, metrics and measurements, technical support
Date Published October 31, 2018 - Last Updated December 13, 2018
Everyone in the organization should be involved in preventing cyberattacks, including service desk staff.
Tag(s): supportworld, support center, service desk, security management
Date Published October 30, 2018 - Last Updated December 13, 2018
Learn how to integrate troubleshooting and knowledge into your self-service portal to transform your customers’ experience with incident management.
Tag(s): supportworld, ITSM, service management, self-service, incident management, customer experience
Date Published October 25, 2018 - Last Updated December 13, 2018
Learn how PowerSchool’s service desk developed a service catalog, standardized processes, and established SLAs to deliver quality service and restore their reputation.
Tag(s): supportworld, service management, ITSM, IT Service Management - ITSM, Ticket Management, customer experience, case study
Date Published October 24, 2018 - Last Updated December 13, 2018
Roy Atkinson and Jim Bolton discuss how problem management can help businesses and organizations find causes for and permanently fix what’s going wrong in the IT realm.
Tag(s): supportworld, problem management, ITSM, IT service management, service management, podcast
Date Published October 23, 2018 - Last Updated September 30, 2020