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.
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?
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?
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.
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.
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.
Date Published June 16, 2015 - Last Updated February 20, 2024
Shadow IT is just a new flavor of outsourcing, empowered by the cloud and mobility. For IT to address it, it needs to build powerful relationships, but first, it needs to be seen by the business as a partner in the organization’s success.
Date Published June 9, 2015 - Last Updated May 11, 2016
Security and support aren’t covered with anywhere near the regularity of other aspects of the Internet of Things. But when you scratch the surface, they’re every bit as important to enterprises as usability and functionality.
Date Published June 9, 2015 - Last Updated May 11, 2016
Self-service: The phrase evokes deep emotion in customers and support personnel alike, though they perhaps occupy opposite ends of the spectrum. But take heart, support professionals—self-service is possible!
Date Published June 2, 2015 - Last Updated May 11, 2016
If you have a job and you give it to someone else, that’s a bad thing. That’s been the traditional view of outsourcing, but there’s a different perspective to consider: Outsourcing is a solution, not the solution.
Date Published May 26, 2015 - Last Updated May 11, 2016