My staff and leadership team have been thrilled with the results of the iPod deployment. We’ve increased our productivity, as well as our communications with our customers. And while my team has focused solely on the iPod solution, there are other options out there. Any Android or BlackBerry...
Tag(s): technology, desktop support, practices and processes, process
Date Published June 12, 2012 - Last Updated May 11, 2016
Intelligent swarming is a dramatically different way to organize the support organization, challenging thirty years of accepted practice and structure in support. Let’s examine what is driving this change, how it works, where it applies, and why it can be a more efficient and effective way to...
Tag(s): practices and processes, process, support models, incident management, problem solving and troubleshooting, collaboration
Date Published June 12, 2012 - Last Updated May 11, 2016
In 2008, Citrix launched a BYOD (“bring your own device”) program for its worldwide employee base. Already a leading provider of virtualization, networking, collaboration, and cloud technologies, Citrix set the stage for their IT support teams to begin embracing the transformation taking place...
Tag(s): technology, process, practices and processes, best practice, customer service, IT service management
Date Published June 12, 2012 - Last Updated May 11, 2016
Effective communication cuts through cynicism and makes it safe for others to listen, understand, and take appropriate action. It allows a lot of information to be shared in a very short period. It resolves concerns and reaches in and takes hold of the heart. It invites people to participate,...
Tag(s): people, communications skills, leadership, change management
Date Published June 12, 2012 - Last Updated May 11, 2016
While it certainly appears that many organizations are demanding the benefits offered by SaaS, evidence indicates many organizations are confused about what SaaS truly entails, and whether or not it is the best choice for their software needs. Consider the following question recently posted on a...
Tag(s): technology, process, business of support
Date Published May 25, 2012 - Last Updated May 11, 2016
Do more with less. This has become a common refrain in our industry, given the state of the economy. As new technology emerges that can propel the business forward, the expectations on IT continue to grow, while IT spending continues to be constrained. In a time when acquisitions and mergers...
Tag(s): process, business of support, practices and processes
Date Published May 25, 2012 - Last Updated May 11, 2016
In many IT service and support organizations, the help desk is managed independently from the desktop support operation, contributing to inefficiencies in service provisioning. While each group spends time and energy to make their respective teams better through people, process, and technology,...
Tag(s): desktop support, people, workforce enablement
Date Published May 25, 2012 - Last Updated May 11, 2016
With the rapid adoption of the ITIL framework, a growing number of organizations are now doing the right things, the right way, when it comes to IT service delivery and support processes. If you belong to one of those organizations, you’ve probably established your service desk as the single...
Tag(s): process, business of support, framework and methodologies
Date Published May 25, 2012 - Last Updated May 11, 2016
As consumers continue to seek customer support online, there is tremendous opportunity for companies to enhance their customer service in real time. While social media as a platform for CRM takes the spotlight these days, consider the value more traditional service channels offer to connect with...
Tag(s): technology, customer service, desktop support, support channels
Date Published May 23, 2012 - Last Updated May 11, 2016
You’re considering purchasing a fabulous new driving machine, with some of the most innovative features available in automotive technology today. In order to build and deliver this mechanical marvel, the manufacturer installed an instrument panel in the center of the windshield, creating a...
Tag(s): technology, remote support tools, ITSM
Date Published May 23, 2012 - Last Updated May 11, 2016