Tag(s): desktop support, customer service, framework and methodologies, practices and processes, metrics and measurements, process, research, RESOURCES, technology
Announcing the 2012 HDI Desktop Support Advisory Board * Coming Soon! New Desktop Support Research * Congratulations to ActioNet FAA ATO National Service Center, HDI's Latest Certified Support Center * Fresh Faces: Craig Karlin and Kate Zakopyko
Tag(s): desktop support, people, community
In the last ten years, we have continued to see rapid changes in technology. These changes have not really translated to the corporate desktop environment (outside of processing speed), because businesses are generally slow to adopt new or cutting-edge technology. However, as these new ideas,...
Tag(s): desktop support, people, professional development
Early last year, a friend and colleague told me a story that really stuck with me. Picture a mountain vista—a beautiful, enduring mountains, fluffy clouds, some trees, and a stream running down the hillside. Two artists paint this landscape and come away with two different pictures! Different...
Tag(s): desktop support, people, process
The rapid adoption of smartphones and other web-enabled mobile devices introduced a fresh set of challenges and opportunities for enterprises. Now the remarkable success of the iPad and a continuing flood of Android and Windows tablets and ultra-portable, powerful laptops into the workplace...
Tag(s): technology, process, desktop support
For nearly two years, HDI has been working with the HDI Desktop Support Advisory board, industry leaders, and service professionals to help bring focus and maturity to the desktop support community. The second annual Desktop Support Practices and Salary survey is now underway, with the report...
Tag(s): desktop support, process, practices and processes, research
The results presented in this report speak to the current level of popularity and current practices of the BYOD programs across the IT service and technical support community. This report also identifies the drivers that motivate the implementation of these programs, as well as employee...
Tag(s): business of support, desktop support, novice, mobility, practices and processes, research, technology
Analyzing the results from two years of data reveals some interesting trends in the world of mobile device support. The battle between the rapid acquisition of technology by customers and the support center’s mission to support them was not settled in the past year; on the contrary, it only...
Tag(s): desktop support, novice, practices and processes, research, technology
The proliferation of mobile devices, increasing social and technical sophistication of the twenty-first-century college graduates entering the workforce, and anytime/anywhere demand for access have gained stronger footholds and show no signs of slowing. At the same time, the economic climate...
Tag(s): people, process, technology, desktop support
I remember the first time I encountered the term “managed services.” I had a tough time wrapping my head around those two words put together that way—to me, the meaning was not intuitive. And even though “managed services” has been in common usage for well over a decade, many people still...
Tag(s): process, practices and processes, desktop support