John Custy was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates John to be involved in the community.
Tag(s): supportworld, service management, knowledge management, KCS, technical support, ITSM, ITIL, lean, devops, agile
June 6, 2017
In order to improve, technical support organizations need to decide what to invest in, and when.
Tag(s): supportworld, technology, service management, support center, tools
May 23, 2017
The mood at HDI 2017 Conference & Expo was upbeat. Participants seemed optimistic about the future of tech support.
Tag(s): supportworld, support center, service management, metrics and measurements, workforce enablement, technology, customer experience, desktop support
May 23, 2017
We are on the threshold of an era when we can take advantage of advanced technologies to assist us and, more importantly, those we support.
Tag(s): supportworld, technology, self-service tools, self-service, technical support, trends
April 19, 2017
Technology hard trends in artificial intelligence, cyber security systems, cloud computing, data analytics, and virtualization will shape the future of tech support.
Tag(s): supportworld, support center, technology, future of support, cloud, security management
April 11, 2017
From tax law to setting up new accounts, automation is finding its role in IT. Have you automated any processes?
Tag(s): supportworld, service management, technology, hdichat, automation
March 9, 2017
Change is the only constant, especially if you’re in the world of technical support. Teams move and change, processes need to be changed, and technology and tools change.
Tag(s): supportworld, support operations, support center, technology, problem management, knowledge management, metrics and measurements, hdichat
February 13, 2017
For technical support centers, technology and automation can play a role in improving performance and controlling costs.
Tag(s): automation, business value, costs, IT service management, performance management, productivity, service management, service quality, support center, supportworld, support operations, technical support, technology, trends
February 2, 2017
These thought leaders are practitioners and consultants in the technical support and service management community and share insights on industry challenges and the future of the industry.
Tag(s): desktop support, customer experience, metrics and measurements, service management, support center, supportworld, technology, workforce enablement
January 31, 2017
Traditional change management doesn’t support the rate of change required by businesses today. But DevOps can accelerate implementation of business-required changes.
Tag(s): change management, devops, business alignment, service management, supportworld
January 1, 2017