Learn about new technologies that can advance your support center.


The adventure begins March 24–27, 2015, at the Mandalay Bay in Las Vegas—but it doesn’t have to end there! For the fourth consecutive year, we’ll follow up the HDI 2015 Conference & Expo by hosting the most immersive and educational virtual event in the technical service and support...

Tag(s): customer service, workforce enablement, professional development, people, technology, mobility

The growing trend toward BYOD will continue to pose challenges for allocating service desk resources more creatively and accommodating users’ needs.
Tag(s): best practice, byod, service desk, business value, technology, supportworld

Support teams face the challenge of implementing best practices with the aim of providing better service, having good governance, and getting IT to work effectively. Is ITIL the answer?
Tag(s): software as a service - SaaS, technology, virtual support tools, process-improvement

New mobile trends present serious opportunities for businesses and IT departments—and serious risks for those that turn a blind eye to the evolving mobility landscape.
Tag(s): technology, mobility, infographic, devops, internet of things

Shadow IT is simply information technology that hasn’t got an IT department’s stamp of approval. It’s a major concern for IT departments because of the cloak-and-dagger games being played by business users and traditional IT staff. It will serve the support center—and IT in general—much better...
Tag(s): white paper, shadow-it, 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 enablement, RESOURCES

KCS is by far the best methodology for support centers, but in the journey to drive organizations to it, there are numerous challenges.
Tag(s): KCS, best practice, technology

A comprehensive list of technology information and tools.
Tag(s): technology, social media, byod, chat, help desk software

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

Asset management is a time-consuming task, and larger organizations have a greater need for dedicated toolsets. What features should IT look for when selecting this type of software?
Tag(s): asset management, technology, trends