With the rising demands for support access anytime, anywhere, from any device and the continuing need to contain support costs, remote support solutions have risen to the top three “must-have” technologies. Coupled with a solution lifecycle that averages three to...
Tag(s): technology, remote support tools, software as a service - SaaS, technical support, cloud computing, desktop support
Mobile devices are the new PCs. Employees are increasingly using them as their primary work devices and, consequently, BYOD programs are becoming more deeply embedded in the workplace. Mobile support continues to challenge service desk organizations with raised...
Tag(s): process, mobile device support, mobility, technology, technical support
Does “desktop support” have a future? The HDI Desktop Support Advisory Board thinks it does, and this white paper is a road map that will help organizations navigate the changes ahead.
Tag(s): desktop support, white paper, business of support, technology
Tag(s): desktop support, technology
Tag(s): byod, best practice, customer service, desktop support, mobile device support, mobility, practices and processes, research, self-service, staffing, technology
Tag(s): business of support, customer service, framework and methodologies, leadership, metrics and measurements, toolbox, people, process, practices and processes, professional development, research, technology, workforce management, RESOURCES
With the average lifecycle of an ITSM solution lasting three to five years, coupled with the increasing adoption of cloud-based ITSM solutions, it’s a good time to plan ahead, do your research, and gather all the facts you need to build a business case for your next solution. Join three top...
Tag(s): technology, ITSM, service management
In the pursuit of improvement, knowledge is key. Today’s knowledge management tools are more robust, and getting smarter all the time. But remember, a lot comes down to the human factor: a body of knowledge is only as good as the support professionals who use it, fix it, flag it, and add to it.
Tag(s): technology, knowledge management
When a group of IT service or technical support professionals gather, one can almost always expect to hear chatter about password resets. On average, about three out of every ten tickets received by support centers are related to password resets. This finding, from a recent HDI Research Corner...
Tag(s): technology, process, practices and processes, research
Everything we do makes a difference. Any decision or modification we make leaves its mark on the bigger picture. No matter what the industry, IT service and technical support is behind the scenes, performing a role that serves a larger purpose. The goal of the HDI Practices & Salary Reports is...
Tag(s): research, people, process, practices and processes, metrics and measurements, technology