Browse all desktop support content below.

Featured Resource: Industry Report

2016 Technical Support Practices & Salary Report 

The data reported in the annual Technical Support Practices & Salary Report provides insight into current processes, technologies, metrics, staffing, and salaries in support centers and desktop support. Learn more...

 

 

While it’s true that measures and metrics need to be focused at each of three levels—operational, tactical, and strategic—it’s also true that both operational and tactical measurements need to provide information that can be used at the strategic level. Many of the...

Tag(s): metrics and measurements, business of support, practices and processes, business alignment, business value

 
A comprehensive list of technology information and tools.
Tag(s): technology, social media, byod, chat, help desk software, automation, agile, cloud, cloud computing, collaboration, communications technology, devops, remote support tools, internet of things, social networking tools, social IT, software as a service - SaaS, virtual desktop infrastructure - VDI, virtual support tools, hdi buyers guide

 
A comprehensive list of Customer Experience information and tools.
Tag(s): customer experience, customer satisfaction, customer-satisfaction-measurement, customer service, business value, crowdsourcing, culture, customer-service-week, customer survey tools, incentives, marketing, outside-in, relationship, self-service, self-service tools

 
if you want everyone in the boat rowing at the same speed, you must get the first oar in the water, then the next, and so on until everyone is contributing to the boat’s forward momentum. This is the essence of collective responsibility. Simulations can provide you with the game film, practice,...
Tag(s): business of support, service management, supportworld

 

Mobile devices are the new PCs. Employees are increasingly using them as their primary work devices and, consequently, BYOD programs are becoming more deeply embedded in the workplace. Mobile support continues to challenge service desk organizations with raised...

Tag(s): process, mobile device support, mobility, technology, technical support

Tag(s): support industry, service desk, best practice, business of support, trends, support models, support channels, support center, maturity models, industry, industry report, future of support, business value

 

Desktop support is often called "the face of IT," and like any other business unit, desktop support needs to be as efficient and as effective as possible. Analyzing and improving the processes behind desktop support can help your organization optimize your results and increase customer...

Tag(s): desktop support, webinars, process-improvement, process

 
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Articles, headlines, blogs, and presentations about AI are everywhere, most being either apocalyptic (we’ll all lose our jobs) or utopian (we...
Tag(s): supportworld, webinars, automation, future of support

 

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More and more organizations are using the shift-left approach to support, bringing more complex work down...

Tag(s): webinars, remote support tools, self-service, service desk, support center, support channels, desktop support, supportworld

 

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We all know that remote support is a critical piece of the support ecosystem. Keeping tools simple and...

Tag(s): remote support tools, webinars, virtual support tools, technology, supportworld