The interconnectedness of devices for home and business—the Internet of Things (IoT)—demands a new definition of support.
Date Published September 22, 2015 - Last Updated May 11, 2016
Proper transition planning, allowing for the human side of change, can make the difference between success and failure.
Date Published September 8, 2015 - Last Updated May 11, 2016
Customer service is about common courtesy, artfully delivered. True professionals stand out from the crowd and grow rewarding and satisfying careers.
Date Published September 1, 2015 - Last Updated May 11, 2016
What will be the continuing impact of technology on ITAM, and what additional changes should be anticipated in the next five years?
Date Published August 10, 2015 - Last Updated May 11, 2016
The service desk is at a crossroads. Specifically, a new approach to incident and problem management is needed, and Big Data is the place to start.
Date Published August 10, 2015 - Last Updated May 11, 2016
Collaboration is the future of work—it paves the way to innovation and progress, and it's the best thing you can do for your team and organization.
Date Published August 3, 2015 - Last Updated May 11, 2016
IT is no longer in complete control of business technology, and for some organizations, that’s a hard pill to swallow. The first step toward this new future requires taking action and scanning the horizon for new opportunities.
Date Published July 20, 2015 - Last Updated May 11, 2016
At today's speed of business, replacing a device is often more cost- and time-effective than repairing it. What has shaped this trend, and what effect is it having on technical support?
Date Published July 20, 2015 - Last Updated May 11, 2016
The Internet of Things is taking shape, and as dumb end points gain smarts, support desk call volumes will rise. Are you ready?
Date Published July 13, 2015 - Last Updated May 11, 2016
The service desk can play a pivotal role in preventing data breaches and thwarting cyber-crimes. Tools alone aren't enough; it takes training, documented procedures, and support from senior management.
Date Published July 6, 2015 - Last Updated May 11, 2016