Today, field and support service organizations are being challenged to replace traditional service offerings, where technical services are provided for a fixed price, to new models where revenue is earned by delivering positive customer outcomes. The biggest problem with confronting this...
Tag(s): business of support, supportworld
Date Published - Last Updated February 26, 2016
Remember the days when the IT department simply handed out computers and phones and told you what you could put on them? Then came BYOD, and now knowledge workers are adopting the latest and greatest personal devices—like smartphones and tablets—for both business and personal use. The next BYO...
Tag(s): mobility, mobile device support, future of support, trends
Date Published - Last Updated February 25, 2016
if you want everyone in the boat rowing at the same speed, you must get the first oar in the water, then the next, and so on until everyone is contributing to the boat’s forward momentum. This is the essence of collective responsibility. Simulations can provide you with the game film, practice,...
Tag(s): business of support, service management, supportworld
Date Published - Last Updated February 26, 2016
Does your desktop support organization have more generalists or more specialists? Desktop support teams have to adapt and evolve along with the technology and workload that they support, and ...
Tag(s): desktop support, supportworld
Date Published - Last Updated February 26, 2016
Having an understanding of the key parts of project planning is critical to the success of any support team. There are two key elements of project management: people and process. Each element has ...
Tag(s): desktop support, problem management, supportworld
Date Published - Last Updated February 26, 2016
Charles Darwin once said, “It’s not the strongest of the species that survives, nor the most intelligent that survives. It’s the one that is the most adaptable to change.” This was a man who spent most of his life studying the effects of change, and that statement is as true today as it was in 1850.
Tag(s): desktop support, future of support
Date Published - Last Updated February 25, 2016
Hear Buff Scott and Jim Bolton discuss the keys to success for implementing problem management and provide insight and tips for overcoming common roadblocks. This webinar will explore many important topics, such as the foundational elements that need to exist, the data you should be...
Tag(s): practices and processes, problem management, problem solving and troubleshooting, process-improvement, best practice
Date Published - Last Updated August 25, 2021