A well-designed, highly automated reporting framework that utilizes a balanced approach, effective graphics, clear targets, and real-time and periodic reporting, along with analysis and recommendations, is absolutely essential for IT service management to be effective in delivering quality...
Date Published - Last Updated December 30, 2014
Most IT departments can tell you how much they spend on support, but few can quantify the economic impact of support. The result is that many technical service and support organizations are on the defensive when it comes to budgeting and spending, and often struggle to get the funding needed to...
Date Published - Last Updated April 29, 2015
Most organizations think about communication best practices with reference to major outages, and events, but don’t consider the impact good communication can have on first contact resolution (FConR) and mean time to resolve (MTTR), even in a day-to-day context. Large outages attract a great...
Date Published - Last Updated October 13, 2015
Remote control capabilities are a cornerstone of any support organization. Research tells us that they're widely used in both the support center and desktop support. In fact, remote control ranked as the number-one “must-have” technology in the
Date Published - Last Updated April 22, 2015
With the rising demands for support access anytime, anywhere, from any device and the continuing need to contain support costs, remote support solutions have risen to the top three “must-have” technologies. Coupled with a solution lifecycle that averages three to...
Date Published - Last Updated October 31, 2014
While it’s true that measures and metrics need to be focused at each of three levels—operational, tactical, and strategic—it’s also true that both operational and tactical measurements need to provide information that can be used at the strategic level. Many of the...
Date Published - Last Updated April 19, 2017
Mobile devices are the new PCs. Employees are increasingly using them as their primary work devices and, consequently, BYOD programs are becoming more deeply embedded in the workplace. Mobile support continues to challenge service desk organizations with raised...
Date Published - Last Updated December 30, 2014
Date Published - Last Updated March 27, 2025
In the interest of strengthening alignment with overall business objectives, technical service and support organizations are streamlining their support models by blending the service desk and desktop support, enhancing remote and mobile support, bolstering...
Date Published - Last Updated October 31, 2014
A comprehensive list of technology information and tools.
Date Published - Last Updated March 27, 2025