New Support World - 3 Steps to Help Your Team Define and Measure Success see more
In this edition of Support World - 3 Steps to Help Your Team Define and Measure Success-
Ben Brennan shares how to increase the chances that your service desk team will meet its most ambitious goals.
Position IT as an Equal Partner in 2021 see more
Siloing IT can lead to siloed solutions for your business. In the April 2nd Edition of Support World, Rae Ann Bruno shares how “Businesses Benefit When IT is An Equal Partner to Improve Experience”. Rae Ann is a member of the HDI International Standards committee and is a frequent speaker at leadership and support conferences. She is the author of the HDI focus books: Translating IT Metrics into Business Benefits and What Have you Done for Me Lately? Creating an Internal Marketing Culture.
Also in this edition:
“How to Create a Policy Statement for Work-at-Home Team Members”
We all have received a crash course in the problems that may arise with a sudden shift to working remotely. Kay Phelps offers a step-by-step guide with all the factors to consider, from equipment needed to performance expectations to legal liability.
“Shifting to a Value-Driven Service Management Model in Customer Service”
Too often, IT deals only with the immediate tasks of its clients, and misses the big picture of customer care. Your team may do better by asking questions to get a complete understanding of what your clients hope to achieve. Dr. Alma Miller is an enthusiastic entrepreneur, speaker, DevOps thought leader, and educator with over 15 years of experience in the IT industry.
March 26th Edition of Support World - Get a Handle on Problem Management and why you should market the work of your service deskGet a Handle on Problem Management see more
Problem management is an important part of ITIL 4, but too often it gets neglected. In the March 26th Edition of Support World, Jeff Rumberg examines how to provide quantifiable data to provide focus and motivation for problem management efforts in "The Metrics of Problem Management".
Also this week:
Vicki Brackett helps leaders look in the mirror with "The Questions Every Leader Should Ask Themselves in Challenging Times". Courage is the first step! Vicki is a subject-matter expert on virtual/work-at-home environments and leadership development, Vicki Brackett has written for and been interviewed by Forbes, Fast Company, Fortune Magazine, CFO Magazine, CEOWorld, HR News, Training Magazine, and a host of other publications, news outlets and podcasts on creative work-at-home and employee engagement strategies.
"How and Why to Market the Service Desk Within Your Organization" - Melanie Karunaratne has led marketing campaigns, product launches, and corporate communications worldwide. To many outside of the IT department, the service desk is there for when things go wrong. Melanie sets out a plan to make sure those within your organization know the value of the service desk, and think to loop IT stakeholders on key decisions.
#itpros #marketing #problemmanagement #metrics #leadership
Convert the IT Service Desk into a Hub for Organization-Wide Service see more
January 30th Edition of Support World - As AI automates much of the grunt work of the traditional IT Service Desk, Mike Hanson argues that its mission should broaden to include ticket service that can coordinate service requests for everything from facilities management to HR matters. Mike Hanson has many years of experience with IT leadership, having managed several different aspects of technology over the past 30 years. Today, he serves as global operations manager and leads the asset management and fulfillment teams for Optum, Inc. He has been involved with HDI for many years, as both a local chapter officer and as a past chair of the HDI Desktop Support Advisory Board. Follow Mike on Twitter @Mike_MiddleMgr.
Phylis Drucker also looks at "How COVID-19 Changed Service Delivery for 2021". Rebecca Gibson has a great article on how to "Put People First to Help Employees in Tough Times"