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
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
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
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
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
Desktop support is often called "the face of IT," and like any other business unit, desktop support needs to be as efficient and as effective as possible. Analyzing and improving the processes behind desktop support can help your organization optimize your results and increase customer...
Date Published - Last Updated December 9, 2015
Date Published - Last Updated March 27, 2025
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More and more organizations are using the shift-left approach to support, bringing more complex work down...
Date Published - Last Updated February 21, 2017
Personalized support for VIPs can be expensive, but the value tends to outweigh the costs.
Date Published - Last Updated May 11, 2016