In last week's #HDIchat, participants discussed their ongoing and upcoming Windows 10 rollouts.
Tag(s): hdichat, supportworld, technical support, technology
Date Published September 27, 2016 - Last Updated December 15, 2016
Adopting a new framework or methodology requires study, planning, strategizing, and healthy doses of organizational change management for the support center.
Tag(s): focus series, supportworld, support center, best practice, change management, COBIT, devops, framework and methodologies, ITIL, ITSM, KCS
Date Published September 26, 2016 - Last Updated December 15, 2016
Too often, information security is viewed as someone else’s job, and the goals of security (to protect) and customer service and support (to assist) are often at direct odds.
Tag(s): customer service, security management, support center, supportworld, training
Date Published September 21, 2016 - Last Updated December 15, 2016
Automation could potentially move more of the repetitive work out of Level 1 and allow tech support analysts to take on more complex tickets.
Tag(s): workforce enablement, supportworld, support models, self-service, automation
Date Published September 15, 2016 - Last Updated December 15, 2016
Problem management doesn’t have to be complicated, and there is no wrong way of doing it, as long as it functions well and provides for the outcomes expected.
Tag(s): problem management, process management, service management, supportworld
Date Published September 14, 2016 - Last Updated December 1, 2017
In last week's #HDIchat, participants discussed sought-after skills for new hires to the support center.
Tag(s): hdichat, supportworld, technical support, service desk, people, staffing, workforce enablement
Date Published September 13, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed the role of the service desk in information security.
Tag(s): hdichat, supportworld, technical support, security management, service desk
Date Published September 13, 2016 - Last Updated December 15, 2016
If your support center is taking on a Shift-Left strategy, be aware that your metrics will change, and not always in a direction that looks good.
Tag(s): supportworld, metrics and measurements, first call resolution, customer-satisfaction-measurement, KPI, reporting, support center
Date Published September 12, 2016 - Last Updated December 15, 2016
Learn what John Deere did to engineer a lean service management structure and quality improvement roadmap designed to make the organization easier to do business with.
Tag(s): case study, IT service management, service management, lean, supportworld
Date Published September 8, 2016 - Last Updated December 15, 2016
The bimodal IT model aims to be slow and careful with the critical and legacy infrastructure, but fast in delivering user and customer facing applications and services.
Tag(s): future of support, devops, service management, supportworld
Date Published September 7, 2016 - Last Updated December 15, 2016