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Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich...
Tag(s): supportworld, webinars, remote support tools
Support automation can decrease inaccuracy in areas such as ticket categorization and assignment, and it can streamline processes and reduce human error. In this webinar, Ken Gonzalez, managing partner of Engaged Consulting, Inc., will explore what it takes to automate and why your support...
Tag(s): webinars, automation, support center, support operations, service desk
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
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
Join us on August 18 for a sneak peek at the DevOps FUSION Summit!
What are the practical steps that managers and executives in IT organizations can take to improve the transfer of knowledge between various teams?...
Tag(s): webinars, knowledge management, KM, devops
With the evolution of ITSM into ESM—enterprise service management—coupled with the increased adoption of cloud-based service management solutions, technical support leaders are planning ahead, doing their research, and gathering the facts they need to build a business case for their next toolset.
Tag(s): service management, webinars, trends, technology, technical support
In the interest of strengthening alignment with overall business objectives, technical service and support organizations are streamlining their support models by blending the service desk and desktop support, enhancing remote and mobile support, bolstering...
Tag(s): technical support, ITSM, service management, technology, service support, service strategy
With the rising demands for support access anytime, anywhere, from any device and the continuing need to contain support costs, remote support solutions have risen to the top three “must-have” technologies. Coupled with a solution lifecycle that averages three to...
Tag(s): technology, remote support tools, software as a service - SaaS, technical support, cloud computing, desktop support
In the pursuit of improvement, knowledge is key. Today’s knowledge management tools are more robust, and getting smarter all the time. But remember, a lot comes down to the human factor: a body of knowledge is only as good as the support professionals who use it, fix it, flag it, and add to it.
Tag(s): technology, knowledge management
Seton Hill University has a reputation for being an early adopter. Consequently, I’m often asked about the relationship between social media and mobility. What follows is a short chronicle of Seton Hill University’s journey through the adoption of both social media and mobile technologies and a...
Tag(s): social media, byod, mobility, mobile device support, technology