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
What would you say if I told you that you’re overstimulated, that technology is having an impact on your efficiency and productivity, at work and at home? What if I went a step further and said that technology is decreasing your team’s efficiency and effectiveness—would you agree? We all...
Tag(s): technology
The IT world is in the midst of dramatic change. With each passing day, the traditional model for remote support becomes increasingly outdated. Today there are 10 billion mobile devices, 50 percent more applications, an infinite amount of unique configurations, and more distributed workers than...
Tag(s): monitoring, remote support tools, service desk, support center, tools
On the surface, one might think that a mobile workforce (or student body) using its own technology would increase demand for distance support. Though we have seen a modest increase in distance support, we’ve actually seen a marked demand for in-person support. From our perspective, mobility has...
Tag(s): byod, case study, desktop support, service desk