From students to executives, finding solutions to improve efficiency, productivity, and communication has become vital. These end users are trying to excel in their work, and while they don’t mean to cause harm, in most organizations this desire leads to the use of applications, services, and...
Date Published May 26, 2015 - Last Updated March 10, 2021
If you have a job and you give it to someone else, that’s a bad thing. That’s been the traditional view of outsourcing, but there’s a different perspective to consider: Outsourcing is a solution, not the solution.
Date Published May 26, 2015 - Last Updated May 11, 2016
Trusted advisors will play a pivotal role in the new world of IT. Cinda Daly sat down with industry thought leaders Malcolm Fry and Phil Verghis to learn more about how businesses can take advantage of this opportunity.
Date Published May 19, 2015 - Last Updated May 11, 2016
IT professionals need to adapt to today's changing culture or we risk becoming extinct. It is no longer all about the technology; it’s about partnership and solutions, where technology becomes transparent and unobtrusive.
Date Published May 19, 2015 - Last Updated May 11, 2016
Fifteen years ago, support at Petrobras was highly decentralized, with each of the company’s individual areas receiving user support from dedicated IT teams. There were no provisions for behavioral training or career-pathing, and the many IT teams providing support weren’t referencing best...
Date Published May 7, 2015 - Last Updated May 11, 2016
The growing trend toward BYOD will continue to pose challenges for allocating service desk resources more creatively and accommodating users’ needs.
Date Published May 1, 2015 - Last Updated May 11, 2016
The mere availability of a technology doesn’t mean it will be successful in the future; there are many other factors at play (societal, political, organizational), and most of these technologies will have no impact on customers or technical support. But some will, and, in fact, already are. In...
Date Published April 23, 2015 - Last Updated February 26, 2016
No matter how great the IT department is doing behind the scenes, it’s the frontline service desk that everyone sees. Since the service desk is the face of the IT department to the company, that face should have a smile on it, be familiar and helpful, address issues quickly, and keep everyone...
Date Published April 23, 2015 - Last Updated May 11, 2016
If your organization is invested in sharing knowledge, the five measures presented in this article will help you report on progress and reinforce behaviors.
Date Published April 23, 2015 - Last Updated May 11, 2016
Is ITSM still relevant in the mobile age? Absolutely. ITSM and ITIL can and should provide the overall framework within which Agile development can successfully operate, developing and deploying apps that are part of a service fit for purpose and effective use in a mobile environment.
Date Published April 7, 2015 - Last Updated May 11, 2016