Shadow IT is simply information technology that hasn’t got an IT department’s stamp of approval. It’s a major concern for IT departments because of the cloak-and-dagger games being played by business users and traditional IT staff. It will serve the support center—and IT in general—much better...
Tag(s): white paper, shadow-it, technology
Date Published June 17, 2015 - Last Updated June 17, 2015
Security and support aren’t covered with anywhere near the regularity of other aspects of the Internet of Things. But when you scratch the surface, they’re every bit as important to enterprises as usability and functionality.
Tag(s): future of support, internet of things, security management, technology, supportworld
Date Published June 9, 2015 - Last Updated May 11, 2016
Shadow IT is just a new flavor of outsourcing, empowered by the cloud and mobility. For IT to address it, it needs to build powerful relationships, but first, it needs to be seen by the business as a partner in the organization’s success.
Tag(s): business of support, future of support, technology, shadow-it, supportworld
Date Published June 9, 2015 - Last Updated May 11, 2016
The growing trend toward BYOD will continue to pose challenges for allocating service desk resources more creatively and accommodating users’ needs.
Tag(s): best practice, byod, service desk, business value, technology, supportworld
Date Published May 1, 2015 - Last Updated May 11, 2016
According to IDG, “54 percent of [CIOs] claim that one of their top strategic initiatives for improving customer support is associated with decreasing operational and security risks with compliance-enabling tools for remote support." Unfortunately, not all remote support tools are...
Tag(s): white paper, security management, remote support tools, technology, risk management
Date Published April 30, 2015 - Last Updated April 30, 2015
In manufacturing, it’s not uncommon to find environments either too dangerous or sensitive to allow unrestricted access. Remote control software opens the door, boosting productivity without compromising the safety of workers or equipment. This paper shows how it can conserve time and effort,...
Tag(s): white paper, remote support tools
Date Published April 30, 2015 - Last Updated April 30, 2015
During the last decade, many identity and access management (IAM) initiatives attempted to give the best technical answer to three top management’s concerns: governance, risk management, and compliance (GRC). Even if this direction was the right one, misunderstanding and frustration are too...
Tag(s): white paper, security management, risk management, technology, IT service management
Date Published April 30, 2015 - Last Updated April 30, 2015
The adoption of trending technologies—including cloud solutions, resource optimization, and workforce mobility—is essential to ensuring any modern enterprise remains competitive, profitable, agile and successful in meeting organizational goals. Process and technology changes,...
Tag(s): white paper, virtual work, virtual support tools, virtual desktop infrastructure - VDI, VDI, mobility
Date Published April 30, 2015 - Last Updated April 30, 2015
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,...
Tag(s): white paper, technology, process management, support channels, customer service
Date Published April 29, 2015 - Last Updated April 30, 2015
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...
Tag(s): white paper, technology, best practice
Date Published April 29, 2015 - Last Updated January 14, 2016