A poignant movie distills an important lesson for one IT service and support industry road warrior, and causes him to redefine what is important in life. After all, he said, nobody on their deathbed ever said, "I wish I spent more time at work.”
Date Published June 29, 2021 - Last Updated July 26, 2021
Here is a way to assess your mission statement to ensure it acts as a north star to good outcomes for both your organization and your customers. Here, we also provide criteria for a solid mission statement. Take the quiz and see where you land.
Date Published June 10, 2021 - Last Updated July 26, 2021
We ask five questions of NJ Robinson, who serves as Deputy Director of the 794th Communications Squadron of the United States Air Force. He suggests that flexibility and soft skills are keys for longevity and success in the IT service and support industries.
Date Published June 9, 2021 - Last Updated July 26, 2021
The world of IT is constantly evolving and with it, IT positions. However, there's no one path that will suit all organizations. Here, IT thought leaders share how they think the titles and roles will evolve in the near future.
Date Published June 8, 2021 - Last Updated July 26, 2021
Organizations must overcome the limitations of VPNs to become true digital businesses and rethink how they can better support and secure their remote workforce. Here is the argument as to why from a chief security officer, and tips for how to do it.
Date Published June 2, 2021 - Last Updated December 16, 2021
The benefits of microshifts can reach far beyond maintaining staffing levels. The practice can be utilized as a way to build up goodwill and create a sense of mission among employees, and can even help expose your future leadership to new parts of the organization.
Date Published May 24, 2021 - Last Updated December 16, 2021
As IT operations continue drifting into the cloud, it's important to ensure that organization personnel keep pace with the latest skills and practices. It’s not enough to find people who are skilled in cloud technology; you need to prioritize training for it within your existing workforce.
Date Published May 12, 2021 - Last Updated July 26, 2021
Often, it requires more than raw IT skills to deliver great IT support for customers and clients. Here, we discuss how to change your hiring process and recruitment process to find people who have some IT skills and versatility, and provide a strong customer experience.
Date Published May 11, 2021 - Last Updated July 26, 2021
Agile is a simple and ingenious concept through continuous incremental improvement through small and frequent releases. You see Agile in work every day, and Manuel Palachuk walks you through one well-known example as he begins to explain its value to IT service and support.
Date Published May 10, 2021 - Last Updated July 26, 2021
Whereas once customer experience was something IT service and support put on the backest of backburners, the concept has now become front and center in the competitive IT landscape. Doug Rabold has a somewhat heretical suggestion for how to meet that demand.
Date Published May 5, 2021 - Last Updated July 26, 2021