Karen Ferris was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Karen to be involved in the community.
Tag(s): supportworld, service management, change management, leadership
Date Published May 16, 2017 - Last Updated December 6, 2017
What kind of work would you expect from someone if they accepted that their work was inherently less valuable and advancement was a myth?
Tag(s): supportworld, workforce enablement, leadership, desktop support
Date Published May 9, 2017 - Last Updated December 6, 2017
Roy Atkinson was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Roy to be involved in the community.
Tag(s): supportworld, desktop support, service management, customer experience, community, leadership
Date Published May 4, 2017 - Last Updated December 6, 2017
The mission of technical support has been to get people back to work quickly after an incident or for a service request. But that can no longer be our primary mission.
Tag(s): supportworld, technical support, research, business of support
Date Published April 26, 2017 - Last Updated April 19, 2019
We are on the threshold of an era when we can take advantage of advanced technologies to assist us and, more importantly, those we support.
Tag(s): supportworld, technology, self-service tools, self-service, technical support, trends
Date Published April 19, 2017 - Last Updated December 6, 2017
Technology hard trends in artificial intelligence, cyber security systems, cloud computing, data analytics, and virtualization will shape the future of tech support.
Tag(s): supportworld, support center, technology, future of support, cloud, security management
Date Published April 11, 2017 - Last Updated December 6, 2017
In order for support organizations to be truly successful, ticket documentation should be an every time event, not a sometimes event.
Tag(s): supportworld, service management, support center, training, business value
Date Published March 23, 2017 - Last Updated December 6, 2017
The computer is meant to serve the person, not the other way around. The purpose of technical service and support is to restore the assistance technology offers.
Tag(s): supportworld, desktop support, support center, business value, customer service
Date Published March 16, 2017 - Last Updated December 6, 2017
When support centers offer self-service, does it truly save money or merely shift the work to the customer?
Tag(s): supportworld, support center, self-service, costs, business of support, service management
Date Published March 7, 2017 - Last Updated December 6, 2017
If you don’t get all the stakeholders in the room to determine requirements, that ITSM tool you are buying may only serve to frustrate other groups within IT.
Tag(s): supportworld, service management, desktop support, ITSM, IT service management, IT Service Management - ITSM, tools
Date Published February 28, 2017 - Last Updated December 6, 2017