For a long time, the average lifecycle for support center software—including both simpler ticket management tools and more sophisticated IT service management systems—has been three to five years. This may seem like a relatively short period of time to those of us who have gone through the...
Tag(s): support center, tools

 
On the surface, one might think that a mobile workforce (or student body) using its own technology would increase demand for distance support. Though we have seen a modest increase in distance support, we’ve actually seen a marked demand for in-person support. From our perspective, mobility has...
Tag(s): byod, case study, desktop support, service desk