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 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...
Tag(s): technology, customer service, desktop support, support channels
Date Published May 23, 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...
Tag(s): technology, remote support tools, ITSM
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...
Tag(s): technology, practices and processes, infrastructure management, change management, process management
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...
Tag(s): technology, research, desktop support, service desk technology
Date Published May 23, 2012 - Last Updated May 11, 2016
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 May 11, 2016
Your CEO just returned from a two-week business trip. Company data is normally backed up to the network via VPN, but not this time. The only copy resides on your CEO’s hard drive and it can’t be accessed. You’ve been contacted because that data is mission critical to the enterprise and your CEO...
Tag(s): technology, process, business continuity, disaster recovery
Date Published May 23, 2012 - Last Updated May 11, 2016
According to the 2010 HDI Support Center Practices & Salary Report, only 19.9% of all centers are offering chat as a contact channel. With adding value and reducing costs at the front of most IT leaders’ minds, is this the right time to increase your support capacity by adding chat? And are the...
Tag(s): technology, customer service, desktop support, support channels
Date Published May 23, 2012 - Last Updated May 11, 2016
When a group of IT service or technical support professionals gather, one can almost always expect to hear chatter about password resets. On average, about three out of every ten tickets received by support centers are related to password resets. This finding, from a recent HDI Research Corner...
Tag(s): technology, process, practices and processes, research
Date Published May 23, 2012 - Last Updated May 11, 2016
The proliferation of mobile devices, increasing social and technical sophistication of the twenty-first-century college graduates entering the workforce, and anytime/anywhere demand for access have gained stronger footholds and show no signs of slowing. At the same time, the economic climate...
Tag(s): people, process, technology, desktop support
Date Published May 23, 2012 - Last Updated May 11, 2016