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The Latest from SupportWorld

Show Me What You’ve Got: How to Interview Service Desk Analysts and Technicians

Faced with a 40% turnover on the service desk, this manager tried a different approach to interviewing analyst and technician candidates, with great success.
Date Published June 6, 2019 - Last Updated December 17, 2019

Transformative Training: How to Foster Learning for Service and Support Teams

As service and support leaders, it’s our job to enable and foster the environment, create the process, and engage our teams throughout the learning experience.
Date Published June 5, 2019 - Last Updated December 17, 2019

Move Forward by Shifting Left: Enabling Self-Service and First-Level Resolution in 2021

 

We could all use a little more time in our schedule, but something new pops up every time we catch our breath. We cannot always anticipate the unexpected, but we can take steps to handle the work we know about more efficiently. For example, password reset requests persistently...

Date Published June 3, 2019 - Last Updated September 22, 2021

Employ Interactive Virtual Training to Address Skill Gaps and Engage Teams

 

Keeping remote teams engaged was a challenge before the pandemic. Here we are, one year later – with limited to no in-person team interaction – and finding ways to support impactful team interactions and understand skill and knowledge gaps can be challenging and...

Date Published June 3, 2019 - Last Updated September 22, 2021

4 Building Blocks to Modernize the Service Desk

 

For years, service desks and support centers have been optimizing the way they work. By doing so, they’ve been able to keep up with increasing demand for services, but not able to leap ahead. Now there is the promise of emerging, enhanced technologies to assist users and...

Date Published June 3, 2019 - Last Updated September 24, 2021

Enterprise Service Management, AI, and Emerging Technologies

 

Is enterprise service management (ESM) merely a hype term, or are organizations actually doing it? What are the business drivers for expanding service management out of IT and across the organization? Which lines of business are adopting service management? What advantages does...

Date Published June 3, 2019 - Last Updated September 24, 2021

IT Change Management in a High-Speed World

 

Organizations are increasingly caught between competing goals: They must meet compliance and cybersecurity requirements and produce stable technology environments while simultaneously allowing for high-velocity changes. How can these competing goals be managed?

In the...

Date Published June 3, 2019 - Last Updated September 24, 2021

The Future of ITSM in Education, Public Sector and Healthcare

 

Massive tech shifts are taking place in education, public services and healthcare. Billions of dollars are being spent on smart cities initiatives, learning environments, virtual programs, and healthcare settings. As a consequence, IT leaders are looking for new ways to address...

Date Published June 3, 2019 - Last Updated September 24, 2021

Transformative Training: Producing Ongoing Results

 

Transformative training contains key components that are critical the learning process, and the learning process is critical to shaping attitudes and behaviors in the support organization. In this webinar, we’ll discuss four key components of transformative training that...

Date Published June 3, 2019 - Last Updated September 24, 2021

Knowledge Management, Enterprise Service Management, and the Customer Journey

 

In recent research, HDI found that 32% of organizations were planning to adopt the principles and practices of service management in lines of business other than IT, in addition to the 27% who said they have already done so. Why are so many organizations adopting enterprise...

Date Published June 3, 2019 - Last Updated September 24, 2021