Tag(s): future of support, service desk
Date Published - Last Updated December 30, 2014
The consumerization of technology and the “Google-ization” of information have changed the knowledge management landscape. How can you address these challenges in a way that benefits your users, your staff, and your business?
Tag(s): knowledge management, knowledge-management-systems, Knowledge Management Systems, support center
Date Published - Last Updated February 25, 2016
For a long time, the average lifecycle for support center software—including both simpler ticket management tools and more sophisticated IT service management systems—has been three to five years. This may seem like a relatively short period of time to those of us who have gone through the...
Tag(s): support center, tools
Date Published - Last Updated February 25, 2016
On the surface, one might think that a mobile workforce (or student body) using its own technology would increase demand for distance support. Though we have seen a modest increase in distance support, we’ve actually seen a marked demand for in-person support. From our perspective, mobility has...
Tag(s): byod, case study, desktop support, service desk
Date Published - Last Updated February 25, 2016
Today, field and support service organizations are being challenged to replace traditional service offerings, where technical services are provided for a fixed price, to new models where revenue is earned by delivering positive customer outcomes. The biggest problem with confronting this...
Tag(s): business of support, supportworld
Date Published - Last Updated February 26, 2016
Remember the days when the IT department simply handed out computers and phones and told you what you could put on them? Then came BYOD, and now knowledge workers are adopting the latest and greatest personal devices—like smartphones and tablets—for both business and personal use. The next BYO...
Tag(s): mobility, mobile device support, future of support, trends
Date Published - Last Updated February 25, 2016
There’s no right or wrong to support models. There’s only working and not working. The right support model for your organization is the one that works (i.e., one you can execute and one that produce the desired results), and that may mean you have to do some—for lack of a better...
Tag(s): support models, outsourcing, insourcing
Date Published - Last Updated February 25, 2016
Electronic health records have been a game-changer for the healthcare industry, drastically changing the work environment for clinicians (physicians and nurses). Of course, that means big changes for IT help desks as well, including different types of issues to address and a broader range of...
Tag(s): service desk, support models, case study
Date Published - Last Updated February 25, 2016
if you want everyone in the boat rowing at the same speed, you must get the first oar in the water, then the next, and so on until everyone is contributing to the boat’s forward momentum. This is the essence of collective responsibility. Simulations can provide you with the game film, practice,...
Tag(s): business of support, service management, supportworld
Date Published - Last Updated February 26, 2016
The University of Phoenix’s Technical Assistance Center (TAC) handles more than 1.6 million student and faculty contacts per year, including incidents, service requests, and urgent “how-to” training opportunities. In 2010, the TAC was looking for an effective way to guide the knowledge...
Tag(s): KCS, trends, case study
Date Published - Last Updated February 25, 2016