Organizations are growing and changing, often adding support center locations in faraway places or embedding support in different business units. How can managers do their jobs effectively across time zones and cultures? When being face-to-face with staff is not a viable option, how can a...
Date Published - Last Updated August 17, 2016
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Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich...
Date Published - Last Updated November 28, 2016
Support automation can decrease inaccuracy in areas such as ticket categorization and assignment, and it can streamline processes and reduce human error. In this webinar, Ken Gonzalez, managing partner of Engaged Consulting, Inc., will explore what it takes to automate and why your support...
Date Published - Last Updated July 23, 2015
Remote control capabilities are a cornerstone of any support organization. Research tells us that they're widely used in both the support center and desktop support. In fact, remote control ranked as the number-one “must-have” technology in the
Date Published - Last Updated April 22, 2015
The Internet of Things is coming! The Internet of Things is coming!
Wait...what is the Internet of Things (IoT), and how does it affect the services you support for your business? In this HDI vChapter webinar, Forrester senior analyst Amy DeMartine will...
Date Published - Last Updated May 6, 2015
Join us on August 18 for a sneak peek at the DevOps FUSION Summit!
What are the practical steps that managers and executives in IT organizations can take to improve the transfer of knowledge between various teams?...
Date Published - Last Updated September 2, 2015
With the evolution of ITSM into ESM—enterprise service management—coupled with the increased adoption of cloud-based service management solutions, technical support leaders are planning ahead, doing their research, and gathering the facts they need to build a business case for their next toolset.
Date Published - Last Updated September 30, 2015
In the interest of strengthening alignment with overall business objectives, technical service and support organizations are streamlining their support models by blending the service desk and desktop support, enhancing remote and mobile support, bolstering...
Date Published - Last Updated October 31, 2014
With the rising demands for support access anytime, anywhere, from any device and the continuing need to contain support costs, remote support solutions have risen to the top three “must-have” technologies. Coupled with a solution lifecycle that averages three to...
Date Published - Last Updated October 31, 2014
In the pursuit of improvement, knowledge is key. Today’s knowledge management tools are more robust, and getting smarter all the time. But remember, a lot comes down to the human factor: a body of knowledge is only as good as the support professionals who use it, fix it, flag it, and add to it.
Date Published - Last Updated February 25, 2016