Becoming a Trusted Advisor in the New World of IT

Trusted advisors will play a pivotal role in the new world of IT. Cinda Daly sat down with industry thought leaders Malcolm Fry and Phil Verghis to learn more about how businesses can take advantage of this opportunity.
Date Published May 19, 2015 - Last Updated May 11, 2016

The Rapid Evolution of IT Culture

IT professionals need to adapt to today's changing culture or we risk becoming extinct. It is no longer all about the technology; it’s about partnership and solutions, where technology becomes transparent and unobtrusive.
Date Published May 19, 2015 - Last Updated May 11, 2016

The Impact of BYOD on the Service Desk

The growing trend toward BYOD will continue to pose challenges for allocating service desk resources more creatively and accommodating users’ needs.
Date Published May 1, 2015 - Last Updated May 11, 2016

The Fourth-Generation Service Desk and Why It's a Mandate Today

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...
Date Published April 30, 2015 - Last Updated April 30, 2015

Writing Cost-Effective Documentation for Software Systems

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...
Date Published April 29, 2015 - Last Updated January 14, 2016

Web Form and Email Tracking and Management

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,...
Date Published April 29, 2015 - Last Updated April 30, 2015

Web 2.0: Principles and Best Practices

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...
Date Published April 29, 2015 - Last Updated January 14, 2016

Top Considerations for Moving to a Cloud-Based Delivery Model

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...
Date Published April 29, 2015 - Last Updated April 30, 2015

Nine Ways to Increase Customer Loyalty

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...
Date Published April 29, 2015 - Last Updated January 14, 2016

Three Critical Guidelines to Improve Your Strategic Plan

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.
Date Published April 29, 2015 - Last Updated April 30, 2015