Technology hard trends in artificial intelligence, cyber security systems, cloud computing, data analytics, and virtualization will shape the future of tech support.
Tag(s): supportworld, support center, technology, future of support, cloud, security management
Date Published April 11, 2017 - Last Updated December 6, 2017
In order for support organizations to be truly successful, ticket documentation should be an every time event, not a sometimes event.
Tag(s): supportworld, service management, support center, training, business value
Date Published March 23, 2017 - Last Updated December 6, 2017
The computer is meant to serve the person, not the other way around. The purpose of technical service and support is to restore the assistance technology offers.
Tag(s): supportworld, desktop support, support center, business value, customer service
Date Published March 16, 2017 - Last Updated December 6, 2017
When support centers offer self-service, does it truly save money or merely shift the work to the customer?
Tag(s): supportworld, support center, self-service, costs, business of support, service management
Date Published March 7, 2017 - Last Updated December 6, 2017
If you don’t get all the stakeholders in the room to determine requirements, that ITSM tool you are buying may only serve to frustrate other groups within IT.
Tag(s): supportworld, service management, desktop support, ITSM, IT service management, IT Service Management - ITSM, tools
Date Published February 28, 2017 - Last Updated December 6, 2017
As technology changes and the work of desktop support shifts, the metrics we report might represent something different from before.
Tag(s): supportworld, desktop support, metrics and measurements
Date Published February 15, 2017 - Last Updated December 6, 2017
Demonstrating the value of IT for the business is more important than ever. Follow these 5 IT governance steps for value delivery.
Tag(s): supportworld, governance, business value, ITSM, project management
Date Published February 14, 2017 - Last Updated December 6, 2017
Strategic planning requires focus. For some, that means getting away from the office, blocking time on their calendar, or maybe putting on red headphones.
Tag(s): hdichat, service management, supportworld, technical support as a business
Date Published February 6, 2017 - Last Updated December 6, 2017
For technical support centers, technology and automation can play a role in improving performance and controlling costs.
Tag(s): automation, business value, costs, IT service management, performance management, productivity, service management, service quality, support center, supportworld, support operations, technical support, technology, trends
Date Published February 2, 2017 - Last Updated December 6, 2017
The support center has been called “the face of IT” because it is where customers and users of information technology interact with the IT department. But everything has changed.
Tag(s): business alignment, business value, business of support, future of support, hdi conference, leadership, support center, supportworld, technical support
Date Published February 1, 2017 - Last Updated December 6, 2017