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The Latest from SupportWorld

Measuring Service Quality as Part of Performance Management

A key mechanism for measuring service quality as part of performance management is to do quality control (QC) audits of service transactions.
Date Published April 3, 2018 - Last Updated December 13, 2018

Moving to a Cloud-Based ITSM Solution

Organizations want to compare the value and costs of their current on-premises solution to SaaS solutions on the market as objectively as possible.
Date Published March 29, 2018 - Last Updated December 13, 2018

The Journey to Team Excellence: Optum

Optum’s End User Technology Services harnessed a focus on teamwork and implemented centralized services where needed to help them achieve team excellence.
Date Published March 28, 2018 - Last Updated December 13, 2018

The Journey to Team Excellence: Marsh & McLennan Companies

Marsh & McLennan tackled a growing service desk, software updates, language barriers, and integration from mergers and acquisitions to achieve team excellence.
Date Published March 27, 2018 - Last Updated December 13, 2018

Machine Learning and Analytics: Taking Service Management and Support to the Next Level

 

As technology becomes increasingly critical to businesses and other organizations, speed becomes more and more important. Whether the support organization is delivering on service requests or resolving incidents, there can be negative business impacts: new hires whose equipment...

Date Published March 26, 2018 - Last Updated September 24, 2021

Technology and the Service Desk: Expanding Mission, Expanding Skills

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Today's service desks are farther and farther removed from the help desks of yesteryear in which all equipment was standardized and issued...
Date Published March 26, 2018 - Last Updated March 27, 2018

The Future of the IT Support Center

 

Technology is changing at a faster pace than ever and will continue to accelerate. Support centers (help desks or service desks) not only need to keep up with the technologies of their customers or users but also the technology within the support center itself. The customers...

Date Published March 26, 2018 - Last Updated September 24, 2021

The Journey to Team Excellence: Houston Independent School District

The Houston Independent School District overcame challenges with leadership turnover, hardware rollouts, knowledge management, and business systems to achieve team excellence.
Date Published March 26, 2018 - Last Updated December 13, 2018

Why KCS?

Western Kentucky University’s IT division set out to implement KCS, despite previous knowledge management efforts ending in frustration.
Date Published March 21, 2018 - Last Updated December 13, 2018

Metric of the Month: Tickets per User per Month

Jeff Rumburg explores tickets per user per month and dispels a common misperception that the user population alone will define the number of technicians needed.
Date Published March 20, 2018 - Last Updated December 13, 2018