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Configuration management is about...
Tag(s): supportworld, webinars, asset management, configuration management
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In this webinar, HDI’s senior writer/analyst, Roy Atkinson, will showcase new data from the 2016 Desktop Support Practices & Salary Survey. This data, previously...
Tag(s): webinars, supportworld, desktop support, research, benchmarking
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More and more organizations are using the shift-left approach to support, bringing more complex work down...
Tag(s): webinars, remote support tools, self-service, service desk, support center, support channels, desktop support, supportworld
Personalized support for VIPs can be expensive, but the value tends to outweigh the costs.
Tag(s): customer satisfaction, customer service, desktop support, employee satisfaction, service desk, support center, future of support, supportworld
We all know that remote support is a critical piece of the support ecosystem. Keeping tools simple and easy to use, both individually and as a whole suite, is a key component to staff and customer engagement and satisfaction.
Whether we're talking about internal...
Tag(s): remote support tools, webinars, virtual support tools, technology, supportworld
Everyone, from executives to frontline employees, tells me the same thing: When people report on issues or projects, they usually provide way, way too much information—the dreaded TMI. So how do we solve the problem? By using my Inquire to Influence™ strategies, you’ll be able to connect and...
Tag(s): communications skills, business value
ITIL, the best practice framework formerly known as the IT Infrastructure Library, has played a big role in the evolution of corporate IT. Love it or hate it, it’s hard to dispute the fact that ITIL has done much to improve the professionalism and performance of technical service and support...
Tag(s): ITIL, future of support, ITSM
Schools have long offered technology education, taught by specialist computer teachers, typically in dedicated labs, in high schools, middle schools, and even at the elementary level. But today, large and small districts across the country are adopting mobile devices as essential tools, and far...
Tag(s): ITSM, future of support
Times are changing - can you say the same about your ability to lead? Technology has enabled new ways of working, and Millennials (those born in the 1980s and 1990s) bring never-before-seen ...
Tag(s): leadership, future of support, workforce enablement, supportworld
Most IT professionals are familiar with the operational metrics of technical service and support: cost per ticket, first contact resolution rate, mean time to resolve—all are well understood and almost universally applied. Yet even support organizations that have mastered these metrics and...
Tag(s): business of support, ROI, return on investment - ROI