Over the years, tools have changed, workflows have evolved, staffing levels have fluctuated, responsibilities have expanded, and roles have been redefined. The latest expression of this trend is the mobility revolution—not just the presence of mobile devices in the workplace, but also support...
Tag(s): mobility, future of support
Date Published - Last Updated February 25, 2016
Of all the technology trends facing IT service and support professionals, the two that cause the most heartburn are the incredible growth of mobile devices—tablets, smartphones, etc.—and our customers’ desire to use devices that are familiar to them. To accommodate this desire, many...
Tag(s): byod, training, mobility, future of support
Date Published - Last Updated February 25, 2016
Today’s multichannel contact centers are anything but simple. According to ICMI, almost 86 percent of today’s contact centers are multichannel. While voice is still predominant, one channel is no longer enough. Consumers want to engage with technical support and customer service through multiple...
Tag(s): self-service, support models, support industry
Date Published - Last Updated February 26, 2016
I am the Cherwell service desk’s worst nightmare. There, I said it (and they’d tell you so, too). Why? Because I’m in love with technology, but I’m a minimalist. Laptops are too bulky; I want to be able to do everything I need to from my phone...or, better yet, from my watch. I’m constantly...
Tag(s): byod, future of support, mobile device support
Date Published - Last Updated February 25, 2016
While the practice of problem management isn’t new, the buzz surrounding its implementation and benefits continues to grow as organizations mature and move beyond incident management. HDI recently conducted a survey of 475 technical support professionals, across more than thirty vertical...
Tag(s): problem management, industry report
Date Published - Last Updated February 26, 2016
There’s an information security maxim that states, “There’s no security without physical security.” Buildings and infrastructure (other than specifically IT infrastructure) are usually the domain of a department other than IT, but the technology used to monitor and secure facilities of all types...
Tag(s): support models, future of support, security management
Date Published - Last Updated February 26, 2016
In any department, it’s only the manager who does the leading, right? David Ratcliffe disagrees. He submits that anyone can embody the characteristics of leadership without necessarily being an official leader, and without causing a disruption.
Tag(s): leadership, service desk, professional development
Date Published - Last Updated February 25, 2016
In today’s increasingly competitive world, customers are always looking for more from their service providers: better response times, improved uptime, lower costs, personal service, a better overall experience, etc. Your company’s leaders and its shareholders have their own needs: lower costs,...
Tag(s): support models, supportworld
Date Published - Last Updated February 26, 2016
Next.IT—the emergence of digital services, social networks, mobile technology solutions, Big Data analytics, cloud computing, and the Internet of Things—is upon us, and growing quickly. But this doesn’t mean that IT management and business service management are going to go away; these...
Tag(s): maturity models, supportworld
Date Published - Last Updated February 26, 2016
ITIL, the best practice framework formerly known as the IT Infrastructure Library, has played a big role in the evolution of corporate IT. Love it or hate it, it’s hard to dispute the fact that ITIL has done much to improve the professionalism and performance of technical service and support...
Tag(s): ITIL, future of support, ITSM
Date Published - Last Updated February 26, 2016