KCS is by far the best methodology for support centers, but in the journey to drive organizations to it, there are numerous challenges.
Tag(s): KCS, best practice, technology, supportworld
Date Published February 18, 2015 - Last Updated 7 Years, 93 Days, 15 Hours, 25 Minutes ago

Support teams face the challenge of implementing best practices with the aim of providing better service, having good governance, and getting IT to work effectively. Is ITIL the answer?
Tag(s): software as a service - SaaS, technology, virtual support tools, process-improvement, supportworld
Date Published February 1, 2015 - Last Updated 7 Years, 140 Days, 12 Hours, 33 Minutes ago


HDI 2014 – A Digital Experience gathered together the greatest hits from the live event in Orlando and wrapped them up in a full day of learning, interactive discussions, networking, polls, and prizes. Log in to view archived content from the 2014 event and plan to join us...

Tag(s): customer service, workforce enablement, professional development, people, technology, mobility
Date Published January 4, 2015 - Last Updated 4 Years, 262 Days, 11 Hours, 11 Minutes ago

Leaders in the technical support industry continue to be preoccupied with managing support for the mobile workforce. With 86% of support organizations feeling pressured to prove their value to the business, taking full advantage of supporting mobility is more important than ever.
Tag(s): business of support, supportworld, infographic, mobility, mobile device support, technology
Date Published April 24, 2014 - Last Updated 2 Years, 201 Days, 12 Hours, 11 Minutes ago

Tag(s): technology, mobility, mobile device support
Date Published April 18, 2014 - Last Updated 9 Years, 164 Days, 18 Hours, 14 Minutes ago

Given the steady increase in ticket volumes noted over the past few years, and knowing that this is a trend that will likely continue, how can technical support teams manage this volume? For the past three years, desktop support teams have recommended three key tools.
Tag(s): supportworld, desktop support, infographic, service desk technology, technology
Date Published April 1, 2014 - Last Updated 2 Years, 201 Days, 12 Hours, 48 Minutes ago

DevOps is poised to change IT, and the same ITSM practitioners who’ve been dismissing DevOps are the ones most equipped to support DevOps initiatives and create value for the business. Find out how ITSM practitioners can contribute to this exciting organizational journey.
Tag(s): supportworld, devops, ITSM, IT service management
Date Published July 1, 2013 - Last Updated 5 Years, 53 Days, 10 Hours, 9 Minutes ago

There are many benefits to remote support. For best results, follow these good practices.
Tag(s): white paper, remote support tools, best practice
Date Published June 22, 2012 - Last Updated 8 Years, 273 Days, 16 Hours, 51 Minutes ago

How would you react if you find yourself in the middle of a disaster? For example, imagine you’re at work and your boss tells you to go home because there is a hurricane coming, or the city is flooding. Forget about the standard corporate response or the enterprise disaster readiness procedures....
Tag(s): technology, social media, disaster recovery, communications skills, communications technology, incident management, best practice, process
Date Published June 12, 2012 - Last Updated 7 Years, 140 Days, 12 Hours, 6 Minutes ago

When it comes to collaboration, there is no shortage of tools on the market these days. From instant messaging to file sharing, here are a couple of ways technology is changing the way we work together.
Tag(s): technology, communications technology, collaboration
Date Published June 12, 2012 - Last Updated 7 Years, 140 Days, 12 Hours, 4 Minutes ago