Featured White Papers
Most IT departments can tell you how much they spend on support, but few can quantify the economic impact of support. The result is that many technical service and support organizations are on the defensive when it comes to budgeting and spending, and...
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Most IT departments can tell you how much they spend on support, but few can quantify the economic impact of support. The result is that many technical service and support organizations are on the defensive when it comes to budgeting and spending, and often struggle to get the funding needed to deliver even adequate levels of support. In recent years, a handful of pioneering organizations have adopted a different strategy when it comes to support—a strategy that emphasizes value over cost—and they routinely deliver benefits far in excess of their costs.
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Every organization faces challenges when it comes to replacing the tools used to accomplish its work. Should the organization adjust to doing things according to the way the tool is designed, or should the tool be customized to fit the way the organization...
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Every organization faces challenges when it comes to replacing the tools used to accomplish its work. Should the organization adjust to doing things according to the way the tool is designed, or should the tool be customized to fit the way the organization works? Whatever we decide, it’s imperative that we understand and serve the goals of our organizations (i.e., the businesses for which we provide services). The days when IT was essentially a black box, and could purchase new tools at will, are gone.
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Even in the best organizations with the best infrastructures, there are unplanned outages. These outages present challenges for the support center, especially when they involve standard communication channels such as email, intranets, and/or the network...
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Even in the best organizations with the best infrastructures, there are unplanned outages. These outages present challenges for the support center, especially when they involve standard communication channels such as email, intranets, and/or the network over which communications are carried. How can support centers continue to keep end users/customers informed and handle the increased volume of contacts when unplanned outages occur? What are some alternative communication channels they can use when things go wrong? How can staffing requirements be adjusted quickly when there’s an outage and volume increases?
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The term “DevOps” typically refers to the emerging professional movement that advocates a collaborative working relationship between Development and IT Operations, resulting in the fast flow of planned work (i.e., high deploy rates), while simultaneously...
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The term “DevOps” typically refers to the emerging professional movement that advocates a collaborative working relationship between Development and IT Operations, resulting in the fast flow of planned work (i.e., high deploy rates), while simultaneously increasing the reliability, stability, resilience and security of the production environment. Why Development and IT Operations? Because that is typically the value stream that is between the business (where requirements are defined) and the customer (where value is delivered).
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Recent White Papers
In order to provide the highest level of service to clients, IT service providers must utilize all of the appropriate tools, as well as have the appropriate resources in place. By implementing a service desk, IT service providers will have a resource in place that is continually working to optimize IT service delivery while managing all internal and client facing operations and processes, as well as ensuring client needs are met.
Customer service has evolved from a reactive activity viewed largely as a cost center-based tactical necessity, to a proactive management task that can in many ways set a company apart from the competition. At the same time, the channels by which customers receive support are growing and fragmenting very rapidly. Some organizations are embracing this evolution by implementing technologies that enable them to interact with customers regardless of the channel or the device they’re using. This approach not only improves customer service but also boosts the brand image and helps companies achieve broader business goals.
The ultimate goal of a password management solution is to give your users timely access to the resources they need to do their jobs and stay productive, no matter how often or how quickly their roles and responsibilities change. But without first evaluating your needs and assessing your current environment, your solution might fall short of your expectations. Indeed, the best results come when you take a step-by-step approach, focusing your project with your business goals in mind. Only then will you end up with a password management solution that has the potential to change the way your core processes are performed to ultimately yield a more efficient, productive, secure, and risk-free organization.
The workforce is changing drastically, further highlighting a demand for mobile solutions to streamline productivity. Especially in the IT services industry, employees who are required to travel heavily or are frequently in the field may gain significant productivity and levels of efficiency with the use of mobile devices such as smartphones and tablets. However, data security concerns must be addressed and a mobile device policy clearly defined to minimize liability and loss.
Author: Sebastian Selhorst
Dec 01, 2012
Forrester Research shares the Total Economic Impact framework for those organizations considering implementing a remote support solution and chat capability. This report outlines how support organizations can differentiate themselves by providing a superior customer experience, which may result not only in increased customer loyalty and lifetime value but also in efficiency gains and cost savings. Download the report to learn how your organization can gain a 1,408% ROI on its investment in customer care technology.
Author: Mobile Enterprise
Nov 26, 2012
Explore real-world examples from US enterprises on how the benefits of keeping mobile devices functioning without interruption are felt on every level of business: customers receive the service they expect; end users can work efficiently, enjoying the promised benefits of mobility; IT has its burden lightened, freeing up time for proactive work; and the CFO can look forward to the results of effective mobility and a low TCO.
Author: Michael W. Kublin and Jan Mayer-Rodriguez
Oct 22, 2012
As an IT professional, you are in the perfect position to impact the success of an organization and the individuals in it!
With so many companies offering green products and services, it's difficult to separate fact from fiction."Green" has become such a major marketing tool that in some cases, it's just that-a marketing tool and little else. When you peel away the onion, you discover that a green product or service many not be that green after all.