People are used to googling to get answers to their questions, so why invest in a knowledge management system and web self-service for IT support? Well, there are some major drawbacks to using Google in lieu of a knowledge management system. The shortcomings are mostly the same whether end users...
Tag(s): knowledge management, tools
Date Published - Last Updated 7 Years, 363 Days, 7 Hours, 14 Minutes ago

 
The service desk is the face of IT, regardless of what technology resources and capabilities are ultimately deployed to deliver services, and we need to change the way we deal with our customers, who are becoming increasingly tech-savvy and demanding more adaptable business solutions. We must...
Tag(s): ITSM, service desk, SLA, service level agreement, service level management
Date Published - Last Updated 7 Years, 363 Days, 7 Hours, 15 Minutes ago

 
In service management, we come up with solutions and solve problems on a regular basis. It’s part of the job, and we are quite good at it. There are times, however, when a new problem arises and the usual solutions simply don’t work. The problem could be ...
Tag(s): service management, supportworld
Date Published - Last Updated 7 Years, 362 Days, 19 Hours, 4 Minutes ago

 
IT provides services to the business, and ITSM enables IT to react accordingly when those services don’t perform as designed. It’s important that IT and the business are on the same page when it comes to key events, and that they approach those events with the same sense of urgency. This...
Tag(s): ITSM, IT service management, supportworld
Date Published - Last Updated 7 Years, 363 Days, 7 Hours, 11 Minutes ago

 
Organizations often rush to kick-start improvement efforts without first completing a thorough analysis. All too often, improvement exercises are either reactive—knee-jerk responses to what others have done—or conceived in response to the passionate advocacy of a charismatic (and usually senior)...
Tag(s): customer service, continual service improvement
Date Published - Last Updated 7 Years, 363 Days, 7 Hours, 53 Minutes ago

 
There’s an information security maxim that states, “There’s no security without physical security.” Buildings and infrastructure (other than specifically IT infrastructure) are usually the domain of a department other than IT, but the technology used to monitor and secure facilities of all types...
Tag(s): support models, future of support, security management
Date Published - Last Updated 7 Years, 362 Days, 19 Hours, 58 Minutes ago

 
Securing personal devices requires an in-depth knowledge of not only the unique aspects of mobile devices but also the unique approaches to securing mobile devices that aren’t owned by company. Multiple platforms and multiple mobile device management (MDM) solutions only complicate the BYOD...
Tag(s): byod, security management
Date Published - Last Updated 7 Years, 362 Days, 20 Hours, 1 Minute ago

 
Corporations want to be quick to market and adaptable to constant change. They want to generate feedback, reduce support calls, and increase velocity. Unfortunately, this is often achieved at the expense of sound security.
Tag(s): security management, change management
Date Published - Last Updated 7 Years, 362 Days, 20 Hours, 1 Minute ago

 
Asset management is a time-consuming task, and larger organizations have a greater need for dedicated toolsets. What features should IT look for when selecting this type of software?
Tag(s): asset management, technology, trends
Date Published - Last Updated 7 Years, 363 Days, 7 Hours, 51 Minutes ago

 

 

Knowledge management is more critical than ever. Advanced technologies, such as virtual agents, chatbots, and AI, require that organizations have knowledge organized and accessible to the “smart machines.” One of the goals of knowledge management is to provide...

Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published - Last Updated 2 Years, 150 Days, 14 Hours, 2 Minutes ago