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The Latest from SupportWorld

Security and Support Implications of the Internet of Things

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.
Date Published June 9, 2015 - Last Updated May 11, 2016

The Myth of Self-Service

Self-service: The phrase evokes deep emotion in customers and support personnel alike, though they perhaps occupy opposite ends of the spectrum. But take heart, support professionals—self-service is possible!
Date Published June 2, 2015 - Last Updated May 11, 2016

Infographic: Be the IT Hero: Shining Light on Shadow IT

From students to executives, finding solutions to improve efficiency, productivity, and communication has become vital. These end users are trying to excel in their work, and while they don’t mean to cause harm, in most organizations this desire leads to the use of applications, services, and...
Date Published May 26, 2015 - Last Updated March 10, 2021

The "O" Word: Outsourcing May Be More Valuable Than You Think

If you have a job and you give it to someone else, that’s a bad thing. That’s been the traditional view of outsourcing, but there’s a different perspective to consider: Outsourcing is a solution, not the solution.
Date Published May 26, 2015 - Last Updated May 11, 2016

Becoming a Trusted Advisor in the New World of IT

Trusted advisors will play a pivotal role in the new world of IT. Cinda Daly sat down with industry thought leaders Malcolm Fry and Phil Verghis to learn more about how businesses can take advantage of this opportunity.
Date Published May 19, 2015 - Last Updated May 11, 2016

The Rapid Evolution of IT Culture

IT professionals need to adapt to today's changing culture or we risk becoming extinct. It is no longer all about the technology; it’s about partnership and solutions, where technology becomes transparent and unobtrusive.
Date Published May 19, 2015 - Last Updated May 11, 2016

Implementing Best Practices and Improving Customer Satisfaction at Petrobras

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...
Date Published May 7, 2015 - Last Updated May 11, 2016

The Impact of BYOD on the Service Desk

The growing trend toward BYOD will continue to pose challenges for allocating service desk resources more creatively and accommodating users’ needs.
Date Published May 1, 2015 - Last Updated May 11, 2016

For the Service Desk, Perception Is Reality

No matter how great the IT department is doing behind the scenes, it’s the frontline service desk that everyone sees. Since the service desk is the face of the IT department to the company, that face should have a smile on it, be familiar and helpful, address issues quickly, and keep everyone...
Date Published April 23, 2015 - Last Updated May 11, 2016

5 Metrics for Assessing Knowledge-Sharing Outcomes

If your organization is invested in sharing knowledge, the five measures presented in this article will help you report on progress and reinforce behaviors.
Date Published April 23, 2015 - Last Updated May 11, 2016