Charles Darwin once said, “It’s not the strongest of the species that survives, nor the most intelligent that survives. It’s the one that is the most adaptable to change.” This was a man who spent most of his life studying the effects of change, and that statement is as true today as it was in 1850.
Tag(s): desktop support, future of support
Date Published - Last Updated February 25, 2016
What is the future of knowledge management? The quick answer is multi: multimedia, multichannel, and multilingual. As we look ahead two to three years, I believe these three attributes will have a powerful effect on several key trends in service and support, all of which have implications for...
Tag(s): future of support, knowledge management, KM, value-add
Date Published - Last Updated February 25, 2016
The transition from the twentieth to the twenty-first century has been incredible. The emergence and integration of developing technologies into our day-to-day lives work lives and personal spaces has changed the potential of our species. It’s been a powerful renaissance, with mankind...
Tag(s): workforce enablement, future of support, supportworld
Date Published - Last Updated February 26, 2016
Our obsession with the service catalog—just one among many ITSM tools, modules, or capabilities—is over five years old, and it seems every IT organization has either decided or been told that the service catalog is an absolute must-have. However, in my opinion, it’s best to look back before we...
Tag(s): tools, support operations, support center, service level management, service catalog, IT service management
Date Published - Last Updated February 25, 2016
Hear Buff Scott and Jim Bolton discuss the keys to success for implementing problem management and provide insight and tips for overcoming common roadblocks. This webinar will explore many important topics, such as the foundational elements that need to exist, the data you should be...
Tag(s): practices and processes, problem management, problem solving and troubleshooting, process-improvement, best practice
Date Published - Last Updated August 25, 2021