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
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
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
In the last issue, we looked at where the support center finds itself today with regard to the support of mobile devices, whether company-owned or personal. In this article, we’ll dig into some ways in which support centers should prepare themselves for the unavoidable changes on the horizon....
Tag(s): technology, process, practices and processes
Remember the good old days, when only star salespeople and top execs had smartphones, and they could choose between a BlackBerry and a BlackBerry? Now, platform choice is the name of the game for end users. If you haven’t seen demand for smartphones explode yet, you will.
Tag(s): technology, process, practices and processes
With the tremendous growth of the mobile phone market in recent years, you no longer call the home or the office or the car; you simply call the person. This has been a subtle, but rapid and universal paradigm shift. Wires are disappearing, just as that old bastion of communication, the phone...
Tag(s): process, practices and processes, technology
Even as we settle in for smooth sailing, courtesy of a successful service management program, the storm clouds are gathering, ready to rain down new technologies and the challenges associated with supporting them. ITIL and other service management frameworks are flexible enough to help you...
Tag(s): process, practices and processes, framework and methodologies, technology
While it certainly appears that many organizations are demanding the benefits offered by SaaS, evidence indicates many organizations are confused about what SaaS truly entails, and whether or not it is the best choice for their software needs. Consider the following question recently posted on a...
Tag(s): technology, process, business of support
In IT technical and customer support, the only constant is change. And nowhere is this more evident than in its tool set. Since the very first commercial case and knowledge management systems replaced steno pads, three-ring binders, the “shouter base,” and an incredible array of homegrown...
Tag(s): technology, process, practices and processes