With the evolution of ITSM into ESM—enterprise service management—coupled with the increased adoption of cloud-based service management solutions, technical support leaders are planning ahead, doing their research, and gathering the facts they need to build a business case for their next toolset.
Tag(s): service management, webinars, trends, technology, technical support
Tag(s): business of support, customer service, framework and methodologies, leadership, metrics and measurements, people, process, practices and processes, professional development, research, technology, workforce enablement, RESOURCES
What will be the continuing impact of technology on ITAM, and what additional changes should be anticipated in the next five years?
Tag(s): asset management, service desk, support center, desktop support, technology, technical support
While the Internet of Things (IoT), is rapidly expanding, it will undoubtedly present new support issues, it will also present an opportunity for internal support and their vendors' external, customer-facing support to cooperate formally to benefit a business's end users. To discover...
Tag(s): research, technology, supportworld, internet of things
At today's speed of business, replacing a device is often more cost- and time-effective than repairing it. What has shaped this trend, and what effect is it having on technical support?
Tag(s): desktop support, asset management, service desk, service desk technology, support center, technical support, technology
IT is no longer in complete control of business technology, and for some organizations, that’s a hard pill to swallow. The first step toward this new future requires taking action and scanning the horizon for new opportunities.
Tag(s): support center, support industry, technology, technical support, industry, desktop support, supportworld
The service desk can play a pivotal role in preventing data breaches and thwarting cyber-crimes. Tools alone aren't enough; it takes training, documented procedures, and support from senior management.
Tag(s): technology, technical support, support center, service desk, security management
The Internet of Things is taking shape, and as dumb end points gain smarts, support desk call volumes will rise. Are you ready?
Tag(s): internet of things, support center, service desk, technology
From students to executives, finding solutions to improve efficiency, productivity, and communication has become vital. These end users are trying to excel in their work, and while they don’t mean to cause harm, in most organizations this desire leads to the use of applications, services, and...
Tag(s): infographic, shadow-it, technology, service strategy, supportworld
Shadow IT is just a new flavor of outsourcing, empowered by the cloud and mobility. For IT to address it, it needs to build powerful relationships, but first, it needs to be seen by the business as a partner in the organization’s success.
Tag(s): business of support, future of support, technology, shadow-it