True story: The CEO of a large defense contractor spills coffee on his laptop while en route to a business meeting. His staff arranges for a local company to recover highly sensitive data from the damaged laptop, data that is critical to a pending business merger. The recovery is a success, but...
Tag(s): technology, process, practices and processes
Date Published May 22, 2012 - Last Updated 7 Years, 294 Days, 22 Hours, 26 Minutes ago

 
In this environment of rapidly changing support requirements and increasing customer demands, the question is not whether organizations should make the transition to web-based support (i.e., chat), but how they can make that transition successfully. When implemented perfectly, chat can deliver...
Tag(s): process, practices and processes, workforce enablement, technology
Date Published May 22, 2012 - Last Updated 7 Years, 294 Days, 22 Hours, 22 Minutes ago

 
The help desk solutions available in today’s marketplace differ markedly from those of even a few years ago, however. Among the most dramatic technology shifts is where the help desk actually resides—not within the company’s walls, but in the “cloud.” The next generation of help desk...
Tag(s): white paper, technology, cloud computing, cloud, service desk technology, service management, service strategy
Date Published - Last Updated 8 Years, 307 Days, 4 Hours, 1 Minute ago

 
New mobile trends present serious opportunities for businesses and IT departments—and serious risks for those that turn a blind eye to the evolving mobility landscape.
Tag(s): white paper, mobility, devops, internet of things, technology
Date Published - Last Updated 8 Years, 307 Days, 4 Hours, 15 Minutes ago

 
Does “desktop support” have a future? The HDI Desktop Support Advisory Board thinks it does, and this white paper is a road map that will help organizations navigate the changes ahead.
Tag(s): desktop support, white paper, business of support, technology
Date Published - Last Updated 8 Years, 307 Days, 4 Hours, 14 Minutes ago

 
The “consumerization of IT,” in a nutshell, is an emerging trend where IT products and services have their origins in the consumer market and eventually spread to businesses, institutions and government. This trend runs contrary to the historical model where organizations led the way in...
Tag(s): white paper, technology
Date Published - Last Updated 8 Years, 307 Days, 3 Hours, 12 Minutes ago

Tag(s): desktop support, future of support, best practice, business of support, business value, change management, collaboration, compliance, escalation, asset management, remote support tools, technical support, technical support as a business, trends
Date Published - Last Updated 2 Years, 355 Days, 21 Hours, 17 Minutes ago

 

Mobile devices are the new PCs. Employees are increasingly using them as their primary work devices and, consequently, BYOD programs are becoming more deeply embedded in the workplace. Mobile support continues to challenge service desk organizations with raised...

Tag(s): process, mobile device support, mobility, technology, technical support
Date Published - Last Updated 9 Years, 63 Days, 1 Hour, 15 Minutes ago

 
I have been working with Windows 8 since its earliest beta version, and I love it. That said, I fully understand end users’ resistance to (and sometimes flat-out rejection of) this latest version of the Microsoft Windows operating system. Public and enterprise organizations’ perception of...
Tag(s): trends, virtual desktop infrastructure - VDI, tools
Date Published - Last Updated 8 Years, 5 Days, 15 Hours, 32 Minutes ago

 
By and large, support tools and processes have simply not kept up with the growth of technology as a whole. Why can’t all of these systems be integrated?
Tag(s): technology, incident management, service management, tools
Date Published - Last Updated 8 Years, 5 Days, 17 Hours, 8 Minutes ago