While it certainly appears that many organizations are demanding the benefits offered by SaaS, evidence indicates many organizations are confused about what SaaS truly entails, and whether or not it is the best choice for their software needs. Consider the following question recently posted on a...
Tag(s): technology, process, business of support
Date Published May 25, 2012 - Last Updated 7 Years, 207 Days, 15 Hours, 44 Minutes ago
In IT technical and customer support, the only constant is change. And nowhere is this more evident than in its tool set. Since the very first commercial case and knowledge management systems replaced steno pads, three-ring binders, the “shouter base,” and an incredible array of homegrown...
Tag(s): technology, process, practices and processes
Date Published May 25, 2012 - Last Updated 7 Years, 207 Days, 15 Hours, 53 Minutes ago
More and more organizations are turning to cloud services to reduce operational cost, transfer risk to service providers, and increase workforce mobility. Such change raises questions that must be answered. How do today’s leaders decide which services to migrate to the cloud and which to put in...
Tag(s): metrics and measurements, technology
Date Published May 25, 2012 - Last Updated 7 Years, 207 Days, 15 Hours, 54 Minutes ago
Are you looking to save significant costs and streamline your enterprise architecture, especially if you have many locations or remote workers? Would you like to create a technology infrastructure that is stable, robust, and runs like the Energizer Bunny? Would freeing up your staff and allowing...
Tag(s): technology
Date Published May 25, 2012 - Last Updated 7 Years, 207 Days, 16 Hours, 7 Minutes ago
Recently, my mom and I were loading up my mom-mobile after a day of shopping. With two tykes in tow and armloads of swag, I set my BlackBerry down on the bumper of my car so I could strap one of my tiny shoppers into her car seat. My mom, slightly exhausted by what I call a normal day, tossed...
Tag(s): technology, research, research corner
Date Published May 25, 2012 - Last Updated 7 Years, 207 Days, 16 Hours, 8 Minutes ago
As consumers continue to seek customer support online, there is tremendous opportunity for companies to enhance their customer service in real time. While social media as a platform for CRM takes the spotlight these days, consider the value more traditional service channels offer to connect with...
Tag(s): technology, customer service, desktop support, support channels
Date Published May 23, 2012 - Last Updated 7 Years, 207 Days, 16 Hours, 11 Minutes ago
You’re considering purchasing a fabulous new driving machine, with some of the most innovative features available in automotive technology today. In order to build and deliver this mechanical marvel, the manufacturer installed an instrument panel in the center of the windshield, creating a...
Tag(s): technology, remote support tools, ITSM
Date Published May 23, 2012 - Last Updated 7 Years, 207 Days, 16 Hours, 16 Minutes ago
In 2010, TECO Energy, one of the largest energy and utility companies in Florida, faced a computing infrastructure of aging hardware and obsolete software that created stability and performance problems and hindered business productivity. Most of the company’s 2,800-plus desktop and laptop...
Tag(s): technology, practices and processes, infrastructure management, change management, process management
Date Published May 23, 2012 - Last Updated 7 Years, 207 Days, 15 Hours, 39 Minutes ago
Over the last several years, HDI has collected information about technology use in the IT service and technical support help desk/support center. This year, for the first time, HDI has collected similar information for the desktop support industry. In this article, we will present the results...
Tag(s): technology, research, desktop support, service desk technology
Date Published May 23, 2012 - Last Updated 7 Years, 207 Days, 15 Hours, 39 Minutes ago
As today’s organizations proceed with upgrades to Windows 7 and Office 2007 or 2010, many are finding that the action plans they need are very different from the plans they used for previous upgrades, with particular regard to the migration of users to the new applications. Of course, there are...
Tag(s): technology, change management, infrastructure management, release management
Date Published May 23, 2012 - Last Updated 7 Years, 207 Days, 15 Hours, 46 Minutes ago