With the evolution of ITSM into ESM—enterprise service management—coupled with the increased adoption of cloud-based service management solutions, technical support leaders are planning ahead, doing their research, and gathering the facts they need to build a business case for their next toolset.
Tag(s): service management, webinars, trends, technology, technical support, supportworld
A comprehensive list of Customer Experience information and tools.
Tag(s): customer experience, customer satisfaction, customer-satisfaction-measurement, customer service, business value, crowdsourcing, culture, customer-service-week, customer survey tools, incentives, marketing, outside-in, relationship, self-service, self-service tools
A comprehensive list of technology information and tools.
Tag(s): technology, social media, byod, chat, help desk software, automation, agile, cloud, cloud computing, collaboration, communications technology, devops, remote support tools, internet of things, social networking tools, social IT, software as a service - SaaS, virtual desktop infrastructure - VDI, virtual support tools, hdi buyers guide
Here's everything we have on the topic of service management.
Tag(s): service management, KCS, KM, knowledge management, knowledge-management-systems, ITIL, best practice, problem management, continual service improvement, change management, service catalog, IT service management, ITSM, asset management, capacity management, configuration management, continuity management, framework, framework and methodologies, infrastructure change management, infrastructure management, organizational change management, process management, project management, release management, risk management, security management, service continuity management, service delivery, service strategy, service transition, service quality, service support
Tag(s): support industry, service desk, best practice, business of support, trends, support models, support channels, support center, maturity models, industry, industry report, future of support, business value
Tag(s): business of support, customer service, framework and methodologies, leadership, metrics and measurements, people, process, practices and processes, professional development, research, technology, workforce enablement, RESOURCES
Proper transition planning, allowing for the human side of change, can make the difference between success and failure.
Tag(s): change management, leadership, performance management, people, productivity, supportworld
DevOps is an approach to development and operations, integrating both teams into the overall process with the aim of more rapid deployments.
Tag(s): collaboration, devops
Tag(s): desktop support, industry report, research, metrics and measurements, practices and processes, staffing, technology, technical support, supportworld, benchmarking
What is K-Flow, and how can it be used to promote and drive continuous improvement in the support organization?
Tag(s): KCS, best practice, KM, knowledge management, process, practices and processes