If you don’t make mistakes, you’re just not trying hard enough. But what do you do when the inevitable happens? What do you do when you or your staff make a mistake? Mistakes can erode trust, but let’s be very clear: It’s not the mistake that ...
Date Published March 7, 2015 - Last Updated February 26, 2016
What is K-Flow, and how can it be used to promote and drive continuous improvement in the support organization?
Date Published March 4, 2015 - Last Updated June 27, 2016
Given the multitude of challenges that IT has faced over the years, there's a growing recognition that IT must grow, change, and clearly demonstrate the value it gives back to the organization.
Date Published February 24, 2015 - Last Updated May 11, 2016
New mobile trends present serious opportunities for businesses and IT departments—and serious risks for those that turn a blind eye to the evolving mobility landscape.
Date Published February 20, 2015 - Last Updated March 10, 2021
KCS is by far the best methodology for support centers, but in the journey to drive organizations to it, there are numerous challenges.
Date Published February 18, 2015 - Last Updated June 27, 2016
Support teams face the challenge of implementing best practices with the aim of providing better service, having good governance, and getting IT to work effectively. Is ITIL the answer?
Date Published February 1, 2015 - Last Updated May 11, 2016
The pace of change is dizzying and the consumerization of IT is forcing profound changes in how organizations deliver IT services.
Date Published January 16, 2015 - Last Updated May 11, 2016
With high-speed residential Internet, it has become easier and more cost effective than ever for businesses to implement permanent and part-time remote work arrangements.
Date Published January 15, 2015 - Last Updated October 3, 2016
Before choosing a new service management tool, you need to know what your service management needs are and also what the expectations of your business are.
Date Published January 1, 2015 - Last Updated May 11, 2016
This infographic shares five ways to impress your customers in technical support. From knowing which inbound contact channels are most utilized to staying on top of how customers feel about the support they receive, this graphic is chock full of statistics about the industry based on HDI's research.
Date Published December 12, 2014 - Last Updated March 10, 2021