Proper transition planning, allowing for the human side of change, can make the difference between success and failure.
Date Published September 8, 2015 - Last Updated May 11, 2016
What will be the continuing impact of technology on ITAM, and what additional changes should be anticipated in the next five years?
Date Published August 10, 2015 - Last Updated May 11, 2016
The service desk is at a crossroads. Specifically, a new approach to incident and problem management is needed, and Big Data is the place to start.
Date Published August 10, 2015 - Last Updated May 11, 2016
At today's speed of business, replacing a device is often more cost- and time-effective than repairing it. What has shaped this trend, and what effect is it having on technical support?
Date Published July 20, 2015 - Last Updated May 11, 2016
Support teams implementing knowledge management solutions tend to focus their attention on the knowledge repository and the search tool they are adopting. But consideration solely for these technical aspects is not sufficient to guarantee success in a knowledge-centric service management initiative.
Date Published July 13, 2015 - Last Updated January 12, 2016
The service desk can play a pivotal role in preventing data breaches and thwarting cyber-crimes. Tools alone aren't enough; it takes training, documented procedures, and support from senior management.
Date Published July 6, 2015 - Last Updated May 11, 2016
Knowledge management is the future of IT support—but not as we know it today. The reality is, IT’s view of managing knowledge is significantly challenged by modern methodologies.
Date Published June 16, 2015 - Last Updated February 20, 2024
People at all levels of an organization want better productivity, more efficiency, and improved communication. This means they often use apps, devices, services, data storage, and more from outside, unapproved providers—known as "shadow IT."
Whether you're just becoming aware of...
Date Published June 10, 2015 - Last Updated August 26, 2015
Security and support aren’t covered with anywhere near the regularity of other aspects of the Internet of Things. But when you scratch the surface, they’re every bit as important to enterprises as usability and functionality.
Date Published June 9, 2015 - Last Updated May 11, 2016
Fifteen years ago, support at Petrobras was highly decentralized, with each of the company’s individual areas receiving user support from dedicated IT teams. There were no provisions for behavioral training or career-pathing, and the many IT teams providing support weren’t referencing best...
Date Published May 7, 2015 - Last Updated May 11, 2016