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

 
Smartphones have become the utility pocketknife of modern life, in pockets and purses and within easy reach at all times. Never before has technology been kept in such close and intimate proximity. This physical closeness in itself encourages usage. What we also see happening is that the...
Tag(s): technology, service design, mobility

 
For this issue, HDI invited influential members from across all segments of our community to provide a snapshot of key imperatives that will guide 2013 initiatives. This unique collection of essays offers a rare glimpse inside technical service and support organizations, spanning healthcare,...
Tag(s): business of support, desktop support, customer service, practices and processes, service management, trends, IT service management, outsourcing, byod

 

 

More and more students are taking advantage of online college resources, often in the form of distance learning programs. In fact, a 2018 study by the Babson Survey Research Group found that distance program enrollments have increased for 14 consecutive years. The total...

Tag(s): remote support tools, webinars, virtual work, virtual support tools, support models, supportworld

 

 

Articles, headlines, blogs, and presentations about AI are everywhere, most being either apocalyptic (we’ll all lose our jobs) or utopian (we won’t have to work) about how AI will affect the near future. In this webinar, industry analysts Stephen Mann and Roy...

Tag(s): supportworld, webinars, automation, future of support

 

 

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

 
Manufacturing, financial, retail, and pharmaceutical companies have long used predictive analytics for everything from anticipating parts shortages to calculating credit scores. But across industries, the software can also warn IT organizations about potential system failures before they affect...
Tag(s): metrics and measurements, technology

 
While the total number of incidents/service requests, the potential impact of restricted access, and ease of automation will all vary by service, type of support, company, industry, etc., automation is subject to the greatest variability. Executing on a vision is certainly easier said than done,...
Tag(s): automation, self-service, service desk, outsourcing

 
Seton Hill University has a reputation for being an early adopter. Consequently, I’m often asked about the relationship between social media and mobility. What follows is a short chronicle of Seton Hill University’s journey through the adoption of both social media and mobile technologies and a...
Tag(s): social media, byod, mobility, mobile device support, technology

 
By and large, support tools and processes have simply not kept up with the growth of technology as a whole. Why can’t all of these systems be integrated?
Tag(s): technology, incident management, service management, tools