Proper transition planning, allowing for the human side of change, can make the difference between success and failure.
Tag(s): change management, leadership, performance management, people, productivity, supportworld
Date Published September 8, 2015 - Last Updated May 11, 2016
Customer service is about common courtesy, artfully delivered. True professionals stand out from the crowd and grow rewarding and satisfying careers.
Tag(s): customer service, customer satisfaction, supportworld
Date Published September 1, 2015 - Last Updated May 11, 2016
What will be the continuing impact of technology on ITAM, and what additional changes should be anticipated in the next five years?
Tag(s): asset management, service desk, support center, desktop support, technology, technical support, supportworld
Date Published August 10, 2015 - Last Updated May 11, 2016
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
Collaboration is the future of work—it paves the way to innovation and progress, and it's the best thing you can do for your team and organization.
Tag(s): future of support, support center, service desk, service desk technology, technical support, desktop support, supportworld
Date Published August 3, 2015 - Last Updated May 11, 2016
IT is no longer in complete control of business technology, and for some organizations, that’s a hard pill to swallow. The first step toward this new future requires taking action and scanning the horizon for new opportunities.
Tag(s): support center, support industry, technology, technical support, industry, desktop support, supportworld
Date Published July 20, 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
The Internet of Things is taking shape, and as dumb end points gain smarts, support desk call volumes will rise. Are you ready?
Tag(s): internet of things, support center, service desk, technology, supportworld
Date Published July 13, 2015 - Last Updated May 11, 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
The term “DevOps” typically refers to the emerging professional movement that advocates a collaborative working relationship between Development and IT Operations, resulting in the fast flow of planned work (i.e., high deploy rates), while simultaneously increasing the reliability, stability,...
Tag(s): devops, white paper, supportworld
Date Published July 5, 2015 - Last Updated July 5, 2015