Infographic: Mobility Continues to Disrupt Support

Leaders in the technical support industry continue to be preoccupied with managing support for the mobile workforce. With 86% of support organizations feeling pressured to prove their value to the business, taking full advantage of supporting mobility is more important than ever.
Date Published April 24, 2014 - Last Updated March 10, 2021

Infographic: The War for Talent

In the current economic climate, organizations often face a surplus of applicants for job openings. In short supply, however, are qualified applicants: those who possess the right combination of in-demand skills, credentials, and experience. "The War for Talent" illustrates the business need for...
Date Published February 6, 2014 - Last Updated March 10, 2021

Good Practices in Remote Support

There are many benefits to remote support. For best results, follow these good practices.
Date Published June 22, 2012 - Last Updated December 30, 2014

The Zen of Support

All support organizations operate along a continuum of maturity. Newer organizations, and those that have not yet matured, tend to be chaotic and reactive. By contrast, the most mature organizations are calm, focused, and disciplined. Those in the latter category operate very strategically, and...
Date Published June 12, 2012 - Last Updated May 11, 2016

Weathering the Storm: Technology, Communication, and Disaster Recovery

How would you react if you find yourself in the middle of a disaster? For example, imagine you’re at work and your boss tells you to go home because there is a hurricane coming, or the city is flooding. Forget about the standard corporate response or the enterprise disaster readiness procedures....
Date Published June 12, 2012 - Last Updated May 11, 2016

No More Tiers: Is Intelligent Swarming a Better Way to Solve Customer Issues?

Intelligent swarming is a dramatically different way to organize the support organization, challenging thirty years of accepted practice and structure in support. Let’s examine what is driving this change, how it works, where it applies, and why it can be a more efficient and effective way to...
Date Published June 12, 2012 - Last Updated May 11, 2016

Embracing the Consumerization of IT

In 2008, Citrix launched a BYOD (“bring your own device”) program for its worldwide employee base. Already a leading provider of virtualization, networking, collaboration, and cloud technologies, Citrix set the stage for their IT support teams to begin embracing the transformation taking place...
Date Published June 12, 2012 - Last Updated May 11, 2016

From SaaS to SaaC: True "Software as a Service" Is About Choice

While it certainly appears that many organizations are demanding the benefits offered by SaaS, evidence indicates many organizations are confused about what SaaS truly entails, and whether or not it is the best choice for their software needs. Consider the following question recently posted on a...
Date Published May 25, 2012 - Last Updated May 11, 2016

A Vision of Your Service Desk

Do more with less. This has become a common refrain in our industry, given the state of the economy. As new technology emerges that can propel the business forward, the expectations on IT continue to grow, while IT spending continues to be constrained. In a time when acquisitions and mergers...
Date Published May 25, 2012 - Last Updated May 11, 2016

Doing the Right Things, the Right Way, Is No Longer Enough

With the rapid adoption of the ITIL framework, a growing number of organizations are now doing the right things, the right way, when it comes to IT service delivery and support processes. If you belong to one of those organizations, you’ve probably established your service desk as the single...
Date Published May 25, 2012 - Last Updated May 11, 2016