Many organizations are starting to make significant structural, procedural, and cultural changes to the perception of desktop support, with the ultimate goal of better integrating it into the support organization. The struggle is in figuring out how to do this, how to apply that creative brush...
Date Published May 22, 2012 - Last Updated May 11, 2016
One of the most common questions I hear from IT support managers is “How many technicians should I have in desktop support?” In this white paper, I will present a rigorous methodology for determining the appropriate technician headcount for desktop support. By following this approach, desktop...
Date Published March 15, 2012 - Last Updated December 30, 2014
Improving service management requires organizations to do things differently, and doing things differently requires organizational change. This white paper describes a straightforward, reproducible method of managing organizational change that will help ensure the success of any service...
Date Published - Last Updated September 30, 2015
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Industry luminary Matt Hooper will...
Date Published - Last Updated August 18, 2016
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...
Date Published - Last Updated April 30, 2015
Technology never stops evolving. So we’re left with a choice: evolve with it or get left behind. Because of these rapid changes, the technical support world is playing catch-up, trying to meet the demands of the latest litany of industry buzzwords: the cloud,...
Date Published - Last Updated December 30, 2014
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Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich...
Date Published - Last Updated November 28, 2016
Organizations are growing and changing, often adding support center locations in faraway places or embedding support in different business units. How can managers do their jobs effectively across time zones and cultures? When being face-to-face with staff is not a viable option, how can a...
Date Published - Last Updated August 17, 2016
There are many reasons to monitor quality in the support center, and many ways to do it. This white paper, based on recent research, reveals the current state of quality assurance in technical support centers.
Date Published - Last Updated September 30, 2015
With the evolution of ITSM into ESM—enterprise service management—coupled with the increased adoption of cloud-based service management solutions, technical support leaders are planning ahead, doing their research, and gathering the facts they need to build a business case for their next toolset.
Date Published - Last Updated September 30, 2015