Ryan Ogilvie share tips for overcoming obstacles to implementing a successful knowledge management program.
Tag(s): supportworld, service management, knowledge management, KM
Date Published May 23, 2018 - Last Updated December 13, 2018
Service management and support professionals love solving problems, finding causes, fixing things, sharing knowledge, and helping others succeed.
Tag(s): supportworld, service management, customer service, customer experience, coronavirus
Date Published May 22, 2018 - Last Updated March 23, 2020
In 2018, HDI assembled a panel of industry experts and practitioners to create content to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements
Date Published May 17, 2018 - Last Updated December 13, 2018
The first step to calculate the ROI of training includes developing your training goals, baselining current performance, and creating actionable learning objectives.
Tag(s): supportworld, technical support, support center, service management, training, professional development, workforce enablement, workforce enablement
Date Published May 16, 2018 - Last Updated December 13, 2018
Data tells you what happened. Metadata adds value by providing information and context to help you understand why it happened.
Tag(s): supportworld, service management, ITSM
Date Published May 15, 2018 - Last Updated December 13, 2018
Every company has a culture. The question is, is your company’s culture worth catching?
Tag(s): supportworld, workforce enablement, workforce enablement, team building, teamwork, leadership
Date Published May 10, 2018 - Last Updated December 13, 2018
There are multiple reasons to strive for 100% linking. You want your support staff to follow the same process 100% of the time, not 60–80% of the time.
Tag(s): supportworld, KCS, knowledge management, service management
Date Published May 9, 2018 - Last Updated December 13, 2018
Jeff Rumburg looks at incident mean time to resolve (MTTR), which measures the average elapsed time from when an incident is opened until the incident is closed.
Tag(s): supportworld, metrics and measurements, desktop support
Date Published May 8, 2018 - Last Updated December 13, 2018
To create a successful knowledge management program, support staff need to understand the purpose.
Tag(s): supportworld, people, knowledge management, workforce enablement, workforce enablement
Date Published May 3, 2018 - Last Updated December 13, 2018
If you think of your career as a project, a strategic framework can help you look objectively at your career, identify targets and measures, and set your course.
Tag(s): supportworld, workforce enablement, workforce enablement, professional development, project management
Date Published May 2, 2018 - Last Updated December 13, 2018