Remember the days when the IT department simply handed out computers and phones and told you what you could put on them? Then came BYOD, and now knowledge workers are adopting the latest and greatest personal devices—like smartphones and tablets—for both business and personal use. The next BYO...
Tag(s): mobility, mobile device support, future of support, trends
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
Does your desktop support organization have more generalists or more specialists? Desktop support teams have to adapt and evolve along with the technology and workload that they support, and ...
Tag(s): desktop support, supportworld
Having an understanding of the key parts of project planning is critical to the success of any support team. There are two key elements of project management: people and process. Each element has ...
Tag(s): desktop support, problem management, supportworld
The University of Phoenix’s Technical Assistance Center (TAC) handles more than 1.6 million student and faculty contacts per year, including incidents, service requests, and urgent “how-to” training opportunities. In 2010, the TAC was looking for an effective way to guide the knowledge...
Tag(s): KCS, trends, case study
Articles, headlines, blogs, and presentations about AI are everywhere, most being either apocalyptic (we’ll all lose our jobs) or utopian (we won’t have to work) about how AI will affect the near future. In this webinar, industry analysts Stephen Mann and Roy...
Tag(s): supportworld, webinars, automation, future of support
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