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...
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...
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...
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...
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...
Date Published May 25, 2012 - Last Updated May 11, 2016
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...
Date Published May 25, 2012 - Last Updated May 11, 2016
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...
Date Published May 23, 2012 - Last Updated May 11, 2016
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...
Date Published May 23, 2012 - Last Updated May 11, 2016
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...
Date Published May 23, 2012 - Last Updated May 11, 2016
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...
Date Published May 23, 2012 - Last Updated May 11, 2016