This white paper addresses a key confusion point about service catalogs, and why the service catalog might be the most important ITIL concept you should consider and implement.
Date Published April 29, 2015 - Last Updated April 30, 2015
Today’s business world, in its pursuit for enhanced efficiency, is opening up more and more to all devices that can improve workforce mobility and productivity. Technology has supported our need for mobility and has also provided additional means of communication. Laptops, smart phones, memory...
Date Published April 29, 2015 - Last Updated April 30, 2015
The white paper explains how technology can become a key differentiator when it comes to a call center’s productivity and extract an impressive ROI, and how the right technology can address key concerns of call centers.
Date Published April 29, 2015 - Last Updated January 14, 2016
Remote control software enables you to work on a remote computer in real time as if you were using its own keyboard and mouse. The other computer can be physically located across the hall or around the world. Remote control software has been around for over twenty years and was originally used...
Date Published April 29, 2015 - Last Updated January 14, 2016
This guide outlines the path to an aligned service strategy and structure that supports and governs the people, integrated processes, and tools supported by a balanced performance scorecard.
Date Published April 29, 2015 - Last Updated June 23, 2016
In a bilingual virtual support model, the support team would be comprised of remote agents, or virtual support professionals, with the capacity to handle multilingual customer interactions. The deployed model of support would leverage existing VoIP technology, as well as the incident management...
Date Published April 29, 2015 - Last Updated April 29, 2015
In this white paper, learn why social media is important and how to get started with it. Explore the pros and cons of each social media channel and method, and learn about some best and worst practices.
Date Published April 29, 2015 - Last Updated April 30, 2015
The mere availability of a technology doesn’t mean it will be successful in the future; there are many other factors at play (societal, political, organizational), and most of these technologies will have no impact on customers or technical support. But some will, and, in fact, already are. In...
Date Published April 23, 2015 - Last Updated February 26, 2016
Is ITSM still relevant in the mobile age? Absolutely. ITSM and ITIL can and should provide the overall framework within which Agile development can successfully operate, developing and deploying apps that are part of a service fit for purpose and effective use in a mobile environment.
Date Published April 7, 2015 - Last Updated May 11, 2016
New mobile trends present serious opportunities for businesses and IT departments—and serious risks for those that turn a blind eye to the evolving mobility landscape.
Date Published February 20, 2015 - Last Updated March 10, 2021