The service desk is at a crossroads. Specifically, a new approach to incident and problem management is needed, and Big Data is the place to start.
Tag(s): metrics and measurements, problem management, support center, service management, supportworld
Date Published August 10, 2015 - Last Updated May 11, 2016
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, supportworld, technical support, technology
Date Published July 20, 2015 - Last Updated May 11, 2016
Support teams implementing knowledge management solutions tend to focus their attention on the knowledge repository and the search tool they are adopting. But consideration solely for these technical aspects is not sufficient to guarantee success in a knowledge-centric service management initiative.
Tag(s): white paper, service desk technology, KM, knowledge management, best practice
Date Published July 13, 2015 - Last Updated January 12, 2016
The service desk can play a pivotal role in preventing data breaches and thwarting cyber-crimes. Tools alone aren't enough; it takes training, documented procedures, and support from senior management.
Tag(s): technology, technical support, support center, service desk, security management, supportworld
Date Published July 6, 2015 - Last Updated May 11, 2016
Knowledge management is the future of IT support—but not as we know it today. The reality is, IT’s view of managing knowledge is significantly challenged by modern methodologies.
Tag(s): business of support, future of support, KM, knowledge management, support center, supportworld
Date Published June 16, 2015 - Last Updated February 20, 2024
People at all levels of an organization want better productivity, more efficiency, and improved communication. This means they often use apps, devices, services, data storage, and more from outside, unapproved providers—known as "shadow IT."
Whether you're just becoming aware of...
Tag(s): asset management, shadow-it, practices and processes, practices, productivity, risk management, webinars, support operations, service strategy
Date Published June 10, 2015 - Last Updated August 26, 2015
Security and support aren’t covered with anywhere near the regularity of other aspects of the Internet of Things. But when you scratch the surface, they’re every bit as important to enterprises as usability and functionality.
Tag(s): future of support, internet of things, security management, technology, supportworld
Date Published June 9, 2015 - Last Updated May 11, 2016
Fifteen years ago, support at Petrobras was highly decentralized, with each of the company’s individual areas receiving user support from dedicated IT teams. There were no provisions for behavioral training or career-pathing, and the many IT teams providing support weren’t referencing best...
Tag(s): process management, process, service management, process-improvement, customer experience, customer satisfaction, employee engagement, employee satisfaction, supportworld
Date Published May 7, 2015 - Last Updated May 11, 2016
The growing trend toward BYOD will continue to pose challenges for allocating service desk resources more creatively and accommodating users’ needs.
Tag(s): best practice, byod, service desk, business value, technology, supportworld
Date Published May 1, 2015 - Last Updated May 11, 2016
The IT services we provide support customer outcomes, so it makes sense that both IT and the customer benefit from knowing what services are on offer. But simply cataloging what we already have is not the end, but rather a necessary beginning to an ongoing journey in pursuit of excellence. Make...
Tag(s): service catalog, white paper
Date Published April 30, 2015 - Last Updated April 30, 2015