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The Internet of Things is coming! The Internet of Things is coming!

Wait...what is the Internet of Things (IoT), and how does it affect the services you support for your business? In this HDI vChapter webinar, Forrester senior analyst Amy DeMartine will...

Tag(s): webinars, internet of things, membership, local chapters


Remote control capabilities are a cornerstone of any support organization. Research tells us that they're widely used in both the support center and desktop support. In fact, remote control ranked as the number-one “must-have” technology in the

Tag(s): webinars, remote support tools

While BYOD and broader consumerization trends may be turning the corporate IT world upside down, such factors have long been a reality in the campus IT environment. But that doesn’t mean that university IT departments are immune to the changing expectations of today’s empowered device owners.
Tag(s): case study, byod, desktop support, service desk, security management

It’s estimated that well over two billion people are connected to the Internet today. With the explosion of smartphone technology, it’s not hard to imagine that sometime in the next ten years, that number will hit ...
Tag(s): technology, future of support, SaaS, software as a service - SaaS, supportworld

Asset management is a time-consuming task, and larger organizations have a greater need for dedicated toolsets. What features should IT look for when selecting this type of software?
Tag(s): asset management, technology, trends

Over a hundred years ago, we began communicating electronically, and today, new technologies are helping us communicate in vastly different ways. These technologies are the cause and consequence of the social media revolution.
Tag(s): desktop support, social media

We live in a world where database and analytical technologies are maturing at an amazing pace. Capabilities that were once the sole province of extremely large companies and governments are trickling down to our own companies and even ...
Tag(s): technology, supportworld

Reporting is like food. Some dishes are simple, requiring few ingredients; some are more complex, requiring more (and more unique) ingredients. We all have our own flavor preferences. IT reporting is much the same. Depending on your department and your management’s desires, your business’s...
Tag(s): technology, reporting-and-analytics, supportworld

Overenthusiastic advocates of any initiative often jump into action before thinking things through, but just because one organization saved money by using peer-to-peer support, that doesn’t mean it will work in every organization in the same way.
Tag(s): best practice, community, desktop support, service desk, social networking tools, social IT, supportworld


Mobile devices are the new PCs. Employees are increasingly using them as their primary work devices and, consequently, BYOD programs are becoming more deeply embedded in the workplace. Mobile support continues to challenge service desk organizations with raised...

Tag(s): process, mobile device support, mobility, technology, technical support