The support center has been called “the face of IT” because it is where customers and users of information technology interact with the IT department. But everything has changed.
Date Published February 1, 2017 - Last Updated December 6, 2017
These thought leaders are practitioners and consultants in the technical support and service management community and share insights on industry challenges and the future of the industry.
Date Published January 31, 2017 - Last Updated December 6, 2017
While information security is high on every IT executive’s list, that may not translate into good training and procedures at the service desk.
Date Published January 30, 2017 - Last Updated December 6, 2017
Elaine Carr explains why chunking is such a powerful training technique for support centers.
Date Published January 26, 2017 - Last Updated December 6, 2017
IT organizations need to do more than just think that they do service management and deliver services just because they adopted ITIL.
Date Published January 24, 2017 - Last Updated December 6, 2017
Often, when IT organizations first stand up a formal problem management process, the technical staff are unsure as to when to open a problem record.
Date Published January 19, 2017 - Last Updated December 6, 2017
Review the metrics you report for your support center more than once a year, and you’ll be better equipped to answer questions and request investments.
Date Published January 18, 2017 - Last Updated December 6, 2017
When support center tickets are escalated, delayed, bounced back and forth, and argued over, the end-user is the one who is still suffering degradation of service.
Date Published January 17, 2017 - Last Updated December 6, 2017
If support center staff can provide support through remote control, does that mean that desktop support only responds when remote control can’t be used to resolve the issue?
Date Published January 12, 2017 - Last Updated December 6, 2017
Often, tech support initiatives require approval from senior management. How do support managers make the case?
Date Published January 9, 2017 - Last Updated December 6, 2017