The value of the assets you have pales in comparison to the data on those assets and entry points to your network.
Date Published April 10, 2018 - Last Updated April 8, 2020
Improving the customer experience is not a project. It is a journey that requires a long-term commitment at all levels of the organization.
Date Published April 5, 2018 - Last Updated December 13, 2018
Why do end users or customers ignore issues and continue to suffer, rather than contact support and get the issues addressed?
Date Published April 4, 2018 - Last Updated December 13, 2018
A key mechanism for measuring service quality as part of performance management is to do quality control (QC) audits of service transactions.
Date Published April 3, 2018 - Last Updated December 13, 2018
Organizations want to compare the value and costs of their current on-premises solution to SaaS solutions on the market as objectively as possible.
Date Published March 29, 2018 - Last Updated December 13, 2018
Optum’s End User Technology Services harnessed a focus on teamwork and implemented centralized services where needed to help them achieve team excellence.
Date Published March 28, 2018 - Last Updated December 13, 2018
Marsh & McLennan tackled a growing service desk, software updates, language barriers, and integration from mergers and acquisitions to achieve team excellence.
Date Published March 27, 2018 - Last Updated December 13, 2018
As technology becomes increasingly critical to businesses and other organizations, speed becomes more and more important. Whether the support organization is delivering on service requests or resolving incidents, there can be negative business impacts: new hires whose equipment...
Date Published March 26, 2018 - Last Updated September 24, 2021
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Today's service desks are farther and farther removed from the help desks of yesteryear in which all equipment was standardized and issued...
Date Published March 26, 2018 - Last Updated March 27, 2018
Technology is changing at a faster pace than ever and will continue to accelerate. Support centers (help desks or service desks) not only need to keep up with the technologies of their customers or users but also the technology within the support center itself. The customers...
Date Published March 26, 2018 - Last Updated September 24, 2021