The growing trend toward BYOD will continue to pose challenges for allocating service desk resources more creatively and accommodating users’ needs.
Tag(s): best practice, byod, service desk, business value, technology, supportworld
Date Published May 1, 2015 - Last Updated May 11, 2016
Over the past fifteen years, service management platforms have come and gone but many critical limitations persist. The service desk has evolved, and now a new generation of solutions offers more promise. Read this white paper to learn why the fourth-generation service desk is critical in terms...
Tag(s): white paper, service desk
Date Published April 30, 2015 - Last Updated April 30, 2015
All software, from simple command line utilities to large-scale corporate systems, needs documentation. It may be done either in the form of several text strings shown in a console window or in the form of thousands of webpages stored on the company portal in a distributed database. No matter...
Tag(s): white paper, business of support, knowledge management
Date Published April 29, 2015 - Last Updated January 14, 2016
By providing a multitude of web forms that address every likely request and by responding, on average, within one business day, GreyStone Power demonstrated to its customers the value of web-based requests. And, by providing service representatives with an easy to use tool for organizing,...
Tag(s): white paper, technology, process management, support channels, customer service
Date Published April 29, 2015 - Last Updated April 30, 2015
Today, the business world is undergoing a significant transformation thanks to a set of technologies collectively known as "Web 2.0." Web 2.0 describes a set of next-generation Internet technologies that make it easier to create online applications that behave dynamically, much like traditional...
Tag(s): white paper, technology, best practice
Date Published April 29, 2015 - Last Updated January 14, 2016
Software as a service (SaaS) is more than just a cloud-based delivery model. It's a service approach that IT organizations are considering for meeting their ITSM needs. With a SaaS model, IT organizations can focus their staff and infrastructure on high-priority activities and initiatives while...
Tag(s): white paper, service desk technology, technology, cloud, cloud computing, business of support
Date Published April 29, 2015 - Last Updated April 30, 2015
Every company executive will raise their hand and say they believe having loyal customers is a key to business success. But what are executives really doing about it? Most will point to their customer care training or CRM system and say, “That’s how we take care of loyalty here.” Some will also...
Tag(s): white paper, customer service, business of support
Date Published April 29, 2015 - Last Updated January 14, 2016
If you haven't figured out a meaningful way to measure each strategic goal and supporting initiative, it doesn't belong in your plan. If you're not tracking it via your scorecard, don't keep it. If it's not worth the time to measure and track, it doesn't belong in your strategic plan.
Tag(s): white paper, service strategy, business of support
Date Published April 29, 2015 - Last Updated April 30, 2015
Rather than the integration of technologies, it's the integration of the IT department with the business organization that challenges so many companies. Despite the efforts of IT and business leaders alike, it remains hard for many IT departments to work in partnership with the business in the...
Tag(s): white paper, business of support, business alignment
Date Published April 29, 2015 - Last Updated January 14, 2016
Measurements in support center operations can be useful for identifying required resources for staffing, determining schedules, calculating return on investment, measuring agent and support center performance, justifying needed changes, and understanding organizational productivity. The approach...
Tag(s): white paper, metrics and measurements, process, people, business of support
Date Published April 29, 2015 - Last Updated January 14, 2016