Browse all desktop support content below.

Featured Resource: Industry Report

2018 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...

 

 
Because of the nature of business today, IT management has shifted from a set of tactical tasks to some of the most strategic initiatives within an organization. The mere fact that IT management is now part and parcel of the overall executive management team is a testament to the significant...
Tag(s): white paper, practices and processes, ITIL, IT-business alignment, IT service management, business of support, best practice, framework, framework and methodologies, business alignment

 
Effective communication is one of the most essential business (and life) skills. These seven steps will help you strengthen the transfer of information and prevent communication gaps.
Tag(s): service desk, desktop support, communications skills, supportworld

 

Hear Buff Scott and Jim Bolton discuss the keys to success for implementing problem management and provide insight and tips for overcoming common roadblocks. This webinar will explore many important topics, such as the foundational elements that need to exist, the data you should be...

Tag(s): practices and processes, problem management, problem solving and troubleshooting, process-improvement, best practice

 
Is this the year the walls around IT and support finally come down, once and for all? There is a well-recognized chasm in many enterprises. On one side are the engineers and support people who keep the organization on the technological cutting edge; on the other is ...
Tag(s): workforce enablement, business of support, supportworld

 
These days, most companies have hectic social schedules. From baby showers to retirement parties, cross-generational events like these are examples of how diverse our workforce is right now. Many of us are lamenting the fact that ...
Tag(s): future of support, workforce enablement, supportworld

 
A well-designed, highly automated reporting framework that utilizes a balanced approach, effective graphics, clear targets, and real-time and periodic reporting, along with analysis and recommendations, is absolutely essential for IT service management to be effective in delivering quality...
Tag(s): white paper, productivity, practices and processes, metrics and measurements, best practice

 
Over a hundred years ago, we began communicating electronically, and today, new technologies are helping us communicate in vastly different ways. These technologies are the cause and consequence of the social media revolution.
Tag(s): desktop support, social media

 
We’re living in a world in which virtually everything has been changed—disrupted, you might say—by the integration of technology into nearly every facet of life. Technology is now at the center of our professional and personal lives. While there are exceptions, for most of us, it’s difficult to ...
Tag(s): future of support, supportworld

 
It’s estimated that well over two billion people are connected to the Internet today. With the explosion of smartphone technology, it’s not hard to imagine that sometime in the next ten years, that number will hit ...
Tag(s): technology, future of support, SaaS, software as a service - SaaS, supportworld

 
Asset management is a time-consuming task, and larger organizations have a greater need for dedicated toolsets. What features should IT look for when selecting this type of software?
Tag(s): asset management, technology, trends