The Internet of Things is taking shape, and as dumb end points gain smarts, support desk call volumes will rise. Are you ready?
Tag(s): internet of things, support center, service desk, technology, supportworld
Date Published July 13, 2015 - Last Updated May 11, 2016
Support teams implementing knowledge management solutions tend to focus their attention on the knowledge repository and the search tool they are adopting. But consideration solely for these technical aspects is not sufficient to guarantee success in a knowledge-centric service management initiative.
Tag(s): white paper, service desk technology, KM, knowledge management, best practice
Date Published July 13, 2015 - Last Updated January 12, 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.
Tag(s): technology, technical support, support center, service desk, security management, supportworld
Date Published July 6, 2015 - Last Updated May 11, 2016
Knowledge management is the future of IT support—but not as we know it today. The reality is, IT’s view of managing knowledge is significantly challenged by modern methodologies.
Tag(s): business of support, future of support, KM, knowledge management, support center, supportworld
Date Published June 16, 2015 - Last Updated February 20, 2024
Shadow IT is just a new flavor of outsourcing, empowered by the cloud and mobility. For IT to address it, it needs to build powerful relationships, but first, it needs to be seen by the business as a partner in the organization’s success.
Tag(s): business of support, future of support, technology, shadow-it, supportworld
Date Published June 9, 2015 - Last Updated May 11, 2016
Security and support aren’t covered with anywhere near the regularity of other aspects of the Internet of Things. But when you scratch the surface, they’re every bit as important to enterprises as usability and functionality.
Tag(s): future of support, internet of things, security management, technology, supportworld
Date Published June 9, 2015 - Last Updated May 11, 2016
Self-service: The phrase evokes deep emotion in customers and support personnel alike, though they perhaps occupy opposite ends of the spectrum. But take heart, support professionals—self-service is possible!
Tag(s): self-service, support center, business of support, future of support, supportworld
Date Published June 2, 2015 - Last Updated May 11, 2016
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.
Tag(s): business of support, future of support, insourcing, outsourcing, rightsourcing, service desk, service providers, sourcing, support models, supportworld
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.
Tag(s): business of support, business value, supportworld
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.
Tag(s): culture, future of support, support center, supportworld
Date Published May 19, 2015 - Last Updated May 11, 2016