Intelligent swarming is a dramatically different way to organize the support organization, challenging thirty years of accepted practice and structure in support. Let’s examine what is driving this change, how it works, where it applies, and why it can be a more efficient and effective way to...
Tag(s): practices and processes, process, support models, incident management, problem solving and troubleshooting, collaboration
Date Published June 12, 2012 - Last Updated May 11, 2016
You are a knowledge worker. That means that your professional life and future depend on your digital literacy. Ten years ago, digital literacy meant that you knew your way around a computer and could find information on the web. Today it means that you understand how to find and share...
Tag(s): technology, people, communications skills, communications technology, social media
Date Published June 12, 2012 - Last Updated May 11, 2016
In 2008, Citrix launched a BYOD (“bring your own device”) program for its worldwide employee base. Already a leading provider of virtualization, networking, collaboration, and cloud technologies, Citrix set the stage for their IT support teams to begin embracing the transformation taking place...
Tag(s): technology, process, practices and processes, best practice, customer service, IT service management
Date Published June 12, 2012 - Last Updated May 11, 2016
Remember the good old days, when only star salespeople and top execs had smartphones, and they could choose between a BlackBerry and a BlackBerry? Now, platform choice is the name of the game for end users. If you haven’t seen demand for smartphones explode yet, you will.
Tag(s): technology, process, practices and processes
Date Published May 25, 2012 - Last Updated May 11, 2016
With the tremendous growth of the mobile phone market in recent years, you no longer call the home or the office or the car; you simply call the person. This has been a subtle, but rapid and universal paradigm shift. Wires are disappearing, just as that old bastion of communication, the phone...
Tag(s): process, practices and processes, technology
Date Published May 25, 2012 - Last Updated May 11, 2016
Even as we settle in for smooth sailing, courtesy of a successful service management program, the storm clouds are gathering, ready to rain down new technologies and the challenges associated with supporting them. ITIL and other service management frameworks are flexible enough to help you...
Tag(s): process, practices and processes, framework and methodologies, technology
Date Published May 25, 2012 - Last Updated May 11, 2016
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 May 11, 2016
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 May 11, 2016
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 May 11, 2016
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 May 11, 2016