In an article in the May/June issue of SupportWorld, Mike Hanson addressed the evolution of desktop support; in this article, we will discuss how desktop support roles are changing—particularly the names of each role.
Tag(s): desktop support, workforce enablement, professional development
Date Published - Last Updated February 26, 2016
As desktop support professionals, we need to market these skills, letting everyone know that the “desktop” in desktop support refers not to a physical device but to the place where work gets done. How the desktop is delivered to a screen is irrelevant to our ability to support technology in the...
Tag(s): desktop support
Date Published - Last Updated February 26, 2016
Corporations want to be quick to market and adaptable to constant change. They want to generate feedback, reduce support calls, and increase velocity. Unfortunately, this is often achieved at the expense of sound security.
Tag(s): security management, change management
Date Published - Last Updated February 26, 2016
There’s an information security maxim that states, “There’s no security without physical security.” Buildings and infrastructure (other than specifically IT infrastructure) are usually the domain of a department other than IT, but the technology used to monitor and secure facilities of all types...
Tag(s): support models, future of support, security management
Date Published - Last Updated February 26, 2016
Over a hundred years ago, we began communicating electronically, and today, new technologies are helping us communicate in vastly different ways. These technologies are the cause and consequence of the social media revolution.
Tag(s): desktop support, social media
Date Published - Last Updated February 25, 2016
These days, most companies have hectic social schedules. From baby showers to retirement parties, cross-generational events like these are examples of how diverse our workforce is right now. Many of us are lamenting the fact that ...
Tag(s): future of support, workforce enablement, supportworld
Date Published - Last Updated February 26, 2016
Is this the year the walls around IT and support finally come down, once and for all? There is a well-recognized chasm in many enterprises. On one side are the engineers and support people who keep the organization on the technological cutting edge; on the other is ...
Tag(s): workforce enablement, business of support, supportworld
Date Published - Last Updated February 26, 2016
We’re living in a world in which virtually everything has been changed—disrupted, you might say—by the integration of technology into nearly every facet of life. Technology is now at the center of our professional and personal lives. While there are exceptions, for most of us, it’s difficult to ...
Tag(s): future of support, supportworld
Date Published - Last Updated February 26, 2016
The HDI Strategic Advisory Board (SAB) launched an ambitious project to look ahead about five years and make some assertions about where the technical service and support industry will be by the year 2020.
Tag(s): future of support, supportworld
Date Published - Last Updated February 26, 2016
The ever-accelerating pace of technological change continues to push CIOs to adapt quickly or run the risk of finding themselves outmaneuvered by their competition. Whether it’s determining how best to leverage mobile apps, weighing the risks and benefits of cloud computing/storage, or...
Tag(s): future of support, supportworld
Date Published - Last Updated February 26, 2016