In the current economic climate, organizations often face a surplus of applicants for job openings. In short supply, however, are qualified applicants: those who possess the right combination of in-demand skills, credentials, and experience. "The War for Talent" illustrates the business need for...
Tag(s): business of support, supportworld, infographic, staffing, workforce enablement
Date Published February 6, 2014 - Last Updated March 10, 2021
There are many benefits to remote support. For best results, follow these good practices.
Tag(s): white paper, remote support tools, best practice
Date Published June 22, 2012 - Last Updated December 30, 2014
All support organizations operate along a continuum of maturity. Newer organizations, and those that have not yet matured, tend to be chaotic and reactive. By contrast, the most mature organizations are calm, focused, and disciplined. Those in the latter category operate very strategically, and...
Tag(s): business of support, customer service, customer satisfaction, metrics and measurements, practices and processes
Date Published June 12, 2012 - Last Updated May 11, 2016
How would you react if you find yourself in the middle of a disaster? For example, imagine you’re at work and your boss tells you to go home because there is a hurricane coming, or the city is flooding. Forget about the standard corporate response or the enterprise disaster readiness procedures....
Tag(s): technology, social media, disaster recovery, communications skills, communications technology, incident management, best practice, process
Date Published June 12, 2012 - Last Updated May 11, 2016
When it comes to collaboration, there is no shortage of tools on the market these days. From instant messaging to file sharing, here are a couple of ways technology is changing the way we work together.
Tag(s): technology, communications technology, collaboration
Date Published June 12, 2012 - Last Updated May 11, 2016
My staff and leadership team have been thrilled with the results of the iPod deployment. We’ve increased our productivity, as well as our communications with our customers. And while my team has focused solely on the iPod solution, there are other options out there. Any Android or BlackBerry...
Tag(s): technology, desktop support, practices and processes, process
Date Published June 12, 2012 - Last Updated May 11, 2016
Intelligent swarming is a dramatically different way to organize the support organization, challenging thirty years of accepted practice and structure in support. Let’s examine what is driving this change, how it works, where it applies, and why it can be a more efficient and effective way to...
Tag(s): practices and processes, process, support models, incident management, problem solving and troubleshooting, collaboration
Date Published June 12, 2012 - Last Updated May 11, 2016
In 2008, Citrix launched a BYOD (“bring your own device”) program for its worldwide employee base. Already a leading provider of virtualization, networking, collaboration, and cloud technologies, Citrix set the stage for their IT support teams to begin embracing the transformation taking place...
Tag(s): technology, process, practices and processes, best practice, customer service, IT service management
Date Published June 12, 2012 - Last Updated May 11, 2016
Effective communication cuts through cynicism and makes it safe for others to listen, understand, and take appropriate action. It allows a lot of information to be shared in a very short period. It resolves concerns and reaches in and takes hold of the heart. It invites people to participate,...
Tag(s): people, communications skills, leadership, change management
Date Published June 12, 2012 - Last Updated May 11, 2016
While it certainly appears that many organizations are demanding the benefits offered by SaaS, evidence indicates many organizations are confused about what SaaS truly entails, and whether or not it is the best choice for their software needs. Consider the following question recently posted on a...
Tag(s): technology, process, business of support
Date Published May 25, 2012 - Last Updated May 11, 2016