In the interest of strengthening alignment with overall business objectives, technical service and support organizations are streamlining their support models by blending the service desk and desktop support, enhancing remote and mobile support, bolstering...
Tag(s): technical support, ITSM, service management, technology, service support, service strategy
The “consumerization of IT,” in a nutshell, is an emerging trend where IT products and services have their origins in the consumer market and eventually spread to businesses, institutions and government. This trend runs contrary to the historical model where organizations led the way in...
Tag(s): white paper, 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
Pre-Event Workshop | 9:30 a.m. - Noon EDT
The Digital Experience | Noon - 5:30 p.m. EDT
New York São...
Tag(s): customer service, workforce management, professional development, people, technology, mobility
Tag(s): technology, mobility, mobile device support
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