The HDI Strategic Advisory Board (SAB) launched an ambitious project to look ahead about five years and make some assertions about where the technical service and support industry will be by the year 2020.
Tag(s): future of support, supportworld

 
The ever-accelerating pace of technological change continues to push CIOs to adapt quickly or run the risk of finding themselves outmaneuvered by their competition. Whether it’s determining how best to leverage mobile apps, weighing the risks and benefits of cloud computing/storage, or...
Tag(s): future of support, supportworld

 
As consumers have become more technically aware, they’ve become more willing to trust each other. This is having an impact on established providers of expertise and trust—and it’s changing entire industries. It’s vital that corporate IT departments understand ...
Tag(s): future of support, supportworld

 
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

 
It’s estimated that well over two billion people are connected to the Internet today. With the explosion of smartphone technology, it’s not hard to imagine that sometime in the next ten years, that number will hit ...
Tag(s): technology, future of support, SaaS, software as a service - SaaS, supportworld

 
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

 
The state of security in 2014 can be summed up in four words: We are falling behind. External breaches are occurring more frequently and becoming more complex, and internal threats have extended beyond malicious employees (past and present) and current employee mistakes to include vendors, who...
Tag(s): technology, trends, security management

 
I have been working with Windows 8 since its earliest beta version, and I love it. That said, I fully understand end users’ resistance to (and sometimes flat-out rejection of) this latest version of the Microsoft Windows operating system. Public and enterprise organizations’ perception of...
Tag(s): trends, virtual desktop infrastructure - VDI, tools

 
KPIs aren't the goal—continual improvement is. Like ITIL itself, continual improvement is a cycle: once you've achieved a target, the cycle begins anew.
Tag(s): best practice, continual service improvement, framework and methodologies, KPI, ITSM, IT service management, practices and processes, reporting, reporting-and-analytics, supportworld

 
Effective communication is one of the most essential business (and life) skills. These seven steps will help you strengthen the transfer of information and prevent communication gaps.
Tag(s): service desk, desktop support, communications skills, supportworld