Learn about new technologies that can advance your support center.

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

Tag(s): industry report, metrics and measurements, practices and processes, technical support, technology, support center, staffing


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

A comprehensive list of technology information and tools.
Tag(s): technology, social media, byod, chat, help desk software, automation, agile, cloud, cloud computing, collaboration, communications technology, devops, remote support tools, internet of things, social networking tools, social IT, software as a service - SaaS, virtual desktop infrastructure - VDI, virtual support tools, hdi buyers guide

Through various types of technology solutions, support organizations are empowering end users to resolve or submit their own issues and requests online. By offering these types of support options for a more self-sufficient workforce, organizations are embracing customers’ various work styles and...
Tag(s): research, research corner, self-service, self-service tools, technology, supportworld

Tag(s): desktop support, industry report, research, metrics and measurements, practices and processes, staffing, technology, technical support, supportworld, benchmarking

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, 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