Tag(s): desktop support, customer service, framework and methodologies, practices and processes, metrics and measurements, process, research, RESOURCES, technology
Just as mobile devices can give workers the freedom to access corporate resources from anywhere, at any time, remote/online training can give them the freedom to take training and improve their skills, whether they are at work or on the road.
Tag(s): people, technology, professional development
In May 2007, the board of trustees for the Dartmouth-Hitchcock (D-H) healthcare system called for the replacement of its homegrown electronic health record (EHR) system, which was targeted at ambulatory care, with Epic, a readily available, commercial system. Epic provides comprehensive...
Tag(s): technology, process
True story: The CEO of a large defense contractor spills coffee on his laptop while en route to a business meeting. His staff arranges for a local company to recover highly sensitive data from the damaged laptop, data that is critical to a pending business merger. The recovery is a success, but...
Tag(s): technology, process, practices and processes
In this environment of rapidly changing support requirements and increasing customer demands, the question is not whether organizations should make the transition to web-based support (i.e., chat), but how they can make that transition successfully. When implemented perfectly, chat can deliver...
Tag(s): process, practices and processes, workforce management, technology
Mobile device support and the consumerization of IT were hot topics last year, and it does not look like that will be changing anytime soon. Today’s workforce is more geographically dispersed than ever, and global workers expect their technology—particularly mobile technology—to keep up, whether...
Tag(s): technology
The rapid adoption of smartphones and other web-enabled mobile devices introduced a fresh set of challenges and opportunities for enterprises. Now the remarkable success of the iPad and a continuing flood of Android and Windows tablets and ultra-portable, powerful laptops into the workplace...
Tag(s): technology, process, desktop support
Tag(s): business of support, customer service, framework and methodologies, leadership, metrics and measurements, novice, people, process, practices and processes, professional development, research, technology, workforce management, RESOURCES
The results presented in this report speak to the current level of popularity and current practices of the BYOD programs across the IT service and technical support community. This report also identifies the drivers that motivate the implementation of these programs, as well as employee...
Tag(s): business of support, desktop support, novice, mobility, practices and processes, research, technology
Throughout history, logic demanded that anyone seeking a thing must find it wherever it IS. Today, those who desire a thing to be found must place it where the people look. Even a few years ago, if someone wanted information, they would have to make a trip to a library, search the card...
Tag(s): technology, process, practices and processes