It is essential to carefully plan the proof-of-concept phase to ensure an ITSM tool meets enterprise needs.
Date Published November 3, 2015 - Last Updated May 11, 2016
Technical support centers must demonstrate their value. They can add value with personalization, concierge services, walk-up, excellent self-service, and more.
Date Published October 20, 2015 - Last Updated May 11, 2016
The interconnectedness of devices for home and business—the Internet of Things (IoT)—demands a new definition of support.
Date Published September 22, 2015 - Last Updated May 11, 2016
DevOps is an approach to development and operations, integrating both teams into the overall process with the aim of more rapid deployments.
Date Published September 22, 2015 - Last Updated May 11, 2016
What will be the continuing impact of technology on ITAM, and what additional changes should be anticipated in the next five years?
Date Published August 10, 2015 - Last Updated May 11, 2016
This white paper seeks to understand the shift to mobility and its consequences for the support center, as well as point out some best practices currently in use and some trends in the development of support mechanisms.
Date Published July 24, 2015 - Last Updated January 12, 2016
IT is no longer in complete control of business technology, and for some organizations, that’s a hard pill to swallow. The first step toward this new future requires taking action and scanning the horizon for new opportunities.
Date Published July 20, 2015 - Last Updated May 11, 2016
At today's speed of business, replacing a device is often more cost- and time-effective than repairing it. What has shaped this trend, and what effect is it having on technical support?
Date Published July 20, 2015 - Last Updated May 11, 2016
The Internet of Things is taking shape, and as dumb end points gain smarts, support desk call volumes will rise. Are you ready?
Date Published July 13, 2015 - Last Updated May 11, 2016
The service desk can play a pivotal role in preventing data breaches and thwarting cyber-crimes. Tools alone aren't enough; it takes training, documented procedures, and support from senior management.
Date Published July 6, 2015 - Last Updated May 11, 2016