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

 
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

 
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 With each passing day, the traditional model for remote support becomes increasingly outdated.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

 
Today’s technical service and support organizations are constantly challenged to do more with less while remaining cost-efficient, maintaining service level agreements, and dealing with an ever-changing business and technological landscape. These changes create disruption and frustration for...
Tag(s): knowledge management, knowledge-management-systems, KM, Knowledge Management Systems, collaboration

 
Supporting big, fat desktops has been a challenge since these devices first emerged more than three decades ago. In many cases, enterprises spend a lot of time checking the devices, patching operating systems, downloading application updates, blocking malware, and securing corporate information....
Tag(s): desktop support, VDI, virtual desktop infrastructure - VDI

 
All businesses have the same expectations: run more effectively, grow, and innovate. To meet these expectations, organizations have to regularly adjust their strategic focus based on market demands, emerging technologies, and organizational capabilities. In 2013, Gartner identified the top five...
Tag(s): cloud computing, business alignment

 
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

 
While the total number of incidents/service requests, the potential impact of restricted access, and ease of automation will all vary by service, type of support, company, industry, etc., automation is subject to the greatest variability. Executing on a vision is certainly easier said than done,...
Tag(s): automation, self-service, service desk, outsourcing

 
The number of people taking to social networks is staggering, impacting everything from news reporting to political campaigns to Tupperware parties. As usage explodes, the focus has rapidly shifted from adoption to the way businesses can leverage all the activity to their benefit. They’re not...
Tag(s): white paper, social media, customer service, technology