The interconnectedness of devices for home and business—the Internet of Things (IoT)—demands a new definition of support.
Tag(s): supportworld, customer experience, support center, workforce enablement, cloud computing, internet of things
Date Published September 22, 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?
Tag(s): asset management, service desk, support center, desktop support, technology, technical support, supportworld
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.
Tag(s): metrics and measurements, problem management, support center, service management, supportworld
Date Published August 10, 2015 - Last Updated May 11, 2016
Collaboration is the future of work—it paves the way to innovation and progress, and it's the best thing you can do for your team and organization.
Tag(s): future of support, support center, service desk, service desk technology, technical support, desktop support, supportworld
Date Published August 3, 2015 - Last Updated May 11, 2016
IT is no longer in complete control of business technology, and for some organizations, that’s a hard pill to swallow. The first step toward this new future requires taking action and scanning the horizon for new opportunities.
Tag(s): support center, support industry, technology, technical support, industry, desktop support, supportworld
Date Published July 20, 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?
Tag(s): desktop support, asset management, service desk, service desk technology, support center, supportworld, technical support, technology
Date Published July 20, 2015 - Last Updated May 11, 2016
The Internet of Things is taking shape, and as dumb end points gain smarts, support desk call volumes will rise. Are you ready?
Tag(s): internet of things, support center, service desk, technology, supportworld
Date Published July 13, 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.
Tag(s): white paper, service desk technology, KM, knowledge management, best practice
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.
Tag(s): technology, technical support, support center, service desk, security management, supportworld
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.
Tag(s): business of support, future of support, KM, knowledge management, support center, supportworld
Date Published June 16, 2015 - Last Updated February 20, 2024