Changing how we see service desks and using our existing assets (best practices, processes, tools, skillsets of the team) better is the key to long-lasting transformation.
Date Published December 27, 2016 - Last Updated April 19, 2019
Using a business-case approach with tools to assess total cost of ownership, cost/benefit analysis, and return on investment will help you minimize risks and costs associated with IT investments.
Date Published December 22, 2016 - Last Updated July 20, 2017
The top five SupportWorld articles of 2016 cover themes tech support professionals tackle every day, including customer service, knowledge management, service metrics, gamification, shift-left, and the future of the service desk.
Date Published December 20, 2016 - Last Updated April 19, 2019
Learn what the business or IT partner wants to know, and then look at your current reports and metrics to see if they answer the question.
Date Published December 15, 2016 - Last Updated December 15, 2016
The service desk role needs to expand beyond handling calls and tickets to become a true service management organization.
Date Published December 15, 2016 - Last Updated December 15, 2016
Desktop support is more than just the “people who repair computers.” Desktop support technicians cover a wide range of responsibilities supporting many tasks.
Date Published December 15, 2016 - Last Updated December 15, 2016
To adopt a knowledge management strategy, First American had to embrace the idea that KM is a requirement for continuous improvement and sustainable success for the service desk.
Date Published December 15, 2016 - Last Updated July 19, 2018
Detection and referral of problems is an important way in which the support center contributes to the overall improvement of any organization’s IT environment.
Date Published December 14, 2016 - Last Updated December 15, 2016
The more senses we use in learning something, the easier it is to remember. We also know that telling people information alone does not mean that it is understood nor remembered, much less used on the job.
Date Published December 13, 2016 - Last Updated April 19, 2019
Providing trustworthy advice and helping to steer customers in the right direction are more important now than the ability to provide hardware and software services.
Date Published December 7, 2016 - Last Updated January 4, 2017