KCS Is the Gold Standard, but My Organization Has a Tin Cup

KCS is by far the best methodology for support centers, but in the journey to drive organizations to it, there are numerous challenges.
Date Published February 18, 2015 - Last Updated June 27, 2016

What Bits of ITIL Do You Pick, If Any?

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?
Date Published February 1, 2015 - Last Updated May 11, 2016

HDI 2014 – A Digital Experience

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...

Date Published January 4, 2015 - Last Updated January 9, 2019

Infographic: Mobility Continues to Disrupt Support

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.
Date Published April 24, 2014 - Last Updated March 10, 2021

Date Published April 18, 2014 - Last Updated April 18, 2014

Infographic: Desktop Support Tickets Are Still on the Rise

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.
Date Published April 1, 2014 - Last Updated March 10, 2021

DevOps and ITSM Are Not at Odds

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.
Date Published July 1, 2013 - Last Updated August 6, 2018

Good Practices in Remote Support

There are many benefits to remote support. For best results, follow these good practices.
Date Published June 22, 2012 - Last Updated December 30, 2014

Weathering the Storm: Technology, Communication, and Disaster Recovery

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....
Date Published June 12, 2012 - Last Updated May 11, 2016

Tech Trend: Collaboration Is the New [Insert Shiny Object]

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.
Date Published June 12, 2012 - Last Updated May 11, 2016