What is the future of knowledge management? The quick answer is multi: multimedia, multichannel, and multilingual. As we look ahead two to three years, I believe these three attributes will have a powerful effect on several key trends in service and support, all of which have implications for...
Date Published - Last Updated February 25, 2016
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...
Date Published - Last Updated September 24, 2021
Charles Darwin once said, “It’s not the strongest of the species that survives, nor the most intelligent that survives. It’s the one that is the most adaptable to change.” This was a man who spent most of his life studying the effects of change, and that statement is as true today as it was in 1850.
Date Published - Last Updated February 25, 2016
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 ...
Date Published - Last Updated February 26, 2016
More and more students are taking advantage of online college resources, often in the form of distance learning programs. In fact, a 2018 study by the Babson Survey Research Group found that distance program enrollments have increased for 14 consecutive years. The total...
Date Published - Last Updated September 24, 2021
As service management frameworks, concepts, and tools expand beyond the IT function, IT leaders and their teams play a critical role in helping define and explain the benefits of implementing a service-focused mindset across every business function. But it is important to...
Date Published - Last Updated January 25, 2023
Implementing role-based provisioning can help large organizations address common pain points and better secure private data, but implementation requires careful planning and takes time to get right. Join industry leader Phyllis Drucker to learn about the benefits you can realize...
Date Published - Last Updated January 6, 2023
Have you ever wondered why things are the way they are? Who defines the structure of an organization or, in this case, an entire industry? And just because it is that way now, who says that it needs to remain the same? Everything changes, and I think the time to change the way we structure our...
Date Published - Last Updated May 11, 2016
At some point or another, we’ve all fantasized about starting a business and, of course, being a great success. Is managing a service desk really all that different? I’m always telling my students and clients that they need to run support as a business within the business. This is one of the...
Date Published - Last Updated February 25, 2016
Desktop support is about more than solving technical issues for clients; it is about helping people, face to face. It isn’t just a voice over the phone or a silent adjustment to a back-end application; it’s about connecting with customers and providing solutions, even if they are not...
Date Published - Last Updated February 25, 2016