Of all the technology trends facing IT service and support professionals, the two that cause the most heartburn are the incredible growth of mobile devices—tablets, smartphones, etc.—and our customers’ desire to use devices that are familiar to them. To accommodate this desire, many...
Tag(s): byod, training, mobility, future of support

 
I am the Cherwell service desk’s worst nightmare. There, I said it (and they’d tell you so, too). Why? Because I’m in love with technology, but I’m a minimalist. Laptops are too bulky; I want to be able to do everything I need to from my phone...or, better yet, from my watch. I’m constantly...
Tag(s): byod, future of support, mobile device support

 
Knowledge has exploded, and by that I mean, knowledge is everywhere. Knowledge is accessible. Knowledge has been democratized, crowdsourced, repurposed, remixed, and regurgitated. Where knowledge was once scarce, it is now abundant. Where knowledge was once controlled, it is now free. It’s taken...
Tag(s): KM, knowledge management, social media, social IT, crowdsourcing

 
On the surface, one might think that a mobile workforce (or student body) using its own technology would increase demand for distance support. Though we have seen a modest increase in distance support, we’ve actually seen a marked demand for in-person support. From our perspective, mobility has...
Tag(s): byod, case study, desktop support, service desk

 
What would you say if I told you that you’re overstimulated, that technology is having an impact on your efficiency and productivity, at work and at home? What if I went a step further and said that technology is decreasing your team’s efficiency and effectiveness—would you agree? We all...
Tag(s): technology