Desktop support is more than just the “people who repair computers.” Desktop support technicians cover a wide range of responsibilities supporting many tasks.
Tag(s): focus series, supportworld, asset management, desktop support, ITIL, mobile device support, security management, technical support, trends, VDI, virtual desktop infrastructure - VDI
Date Published December 15, 2016 - Last Updated December 15, 2016

 
Detection and referral of problems is an important way in which the support center contributes to the overall improvement of any organization’s IT environment.
Tag(s): incident management, problem management, support center, supportworld, business value
Date Published December 14, 2016 - Last Updated December 15, 2016

 
Providing trustworthy advice and helping to steer customers in the right direction are more important now than the ability to provide hardware and software services.
Tag(s): customer experience, customer service, technical support, supportworld, shadow-it, business of support
Date Published December 7, 2016 - Last Updated January 4, 2017

 
In last week's #HDIchat, participants discussed their favorite metrics.
Tag(s): hdichat, supportworld, metrics and measurements, reporting-and-analytics, business value
Date Published December 6, 2016 - Last Updated December 15, 2016

 
Who has made an impact on the technical support industry? Help us put together the list of HDI’s Top 25 Thought Leaders in Technical Support.
Tag(s): support center, desktop support, service management, metrics and measurements, technology, customer experience, workforce enablement
Date Published December 5, 2016 - Last Updated April 19, 2019

 
Enterprise service management provides an opportunity for IT to assume a vital role within the organization, bringing specific expertise and experience to the enterprise as a whole.
Tag(s): focus series, supportworld, business value, service management, ITSM, IT service management, IT-business alignment
Date Published December 1, 2016 - Last Updated April 19, 2019

 
Until you can show the value the support center contributes to the business, it will be difficult to get approval for any substantial improvements the support center needs.
Tag(s): focus series, supportworld, support center, business value, business alignment
Date Published December 1, 2016 - Last Updated October 31, 2016

 
The coming of automation in the support center will be an evolution, and you should be thinking of ways this technology can assist you and your team.
Tag(s): automation, future of support, technology, support center, supportworld, service desk technology
Date Published November 30, 2016 - Last Updated April 19, 2019

 
In IT, following the process will reduce the mean time to resolve incidents, which in turn restores services to normalcy in a timely manner.
Tag(s): best practice, escalation, incident management, IT service management, ITSM, process, service desk, support center, supportworld
Date Published November 16, 2016 - Last Updated April 19, 2019

 
In last week's #HDIchat, participants discussed the metrics that demonstrate the support organization's value to the business.
Tag(s): hdichat, supportworld, metrics and measurements, reporting-and-analytics, business value
Date Published November 15, 2016 - Last Updated April 19, 2019