The growing trend toward BYOD will continue to pose challenges for allocating service desk resources more creatively and accommodating users’ needs.
Tag(s): best practice, byod, service desk, business value, technology, supportworld
Date Published May 1, 2015 - Last Updated May 11, 2016
According to IDG, “54 percent of [CIOs] claim that one of their top strategic initiatives for improving customer support is associated with decreasing operational and security risks with compliance-enabling tools for remote support." Unfortunately, not all remote support tools are...
Tag(s): white paper, security management, remote support tools, technology, risk management
Date Published April 30, 2015 - Last Updated April 30, 2015
In manufacturing, it’s not uncommon to find environments either too dangerous or sensitive to allow unrestricted access. Remote control software opens the door, boosting productivity without compromising the safety of workers or equipment. This paper shows how it can conserve time and effort,...
Tag(s): white paper, remote support tools
Date Published April 30, 2015 - Last Updated April 30, 2015
During the last decade, many identity and access management (IAM) initiatives attempted to give the best technical answer to three top management’s concerns: governance, risk management, and compliance (GRC). Even if this direction was the right one, misunderstanding and frustration are too...
Tag(s): white paper, security management, risk management, technology, IT service management
Date Published April 30, 2015 - Last Updated April 30, 2015
The adoption of trending technologies—including cloud solutions, resource optimization, and workforce mobility—is essential to ensuring any modern enterprise remains competitive, profitable, agile and successful in meeting organizational goals. Process and technology changes,...
Tag(s): white paper, virtual work, virtual support tools, virtual desktop infrastructure - VDI, VDI, mobility
Date Published April 30, 2015 - Last Updated April 30, 2015
By providing a multitude of web forms that address every likely request and by responding, on average, within one business day, GreyStone Power demonstrated to its customers the value of web-based requests. And, by providing service representatives with an easy to use tool for organizing,...
Tag(s): white paper, technology, process management, support channels, customer service
Date Published April 29, 2015 - Last Updated April 30, 2015
Today, the business world is undergoing a significant transformation thanks to a set of technologies collectively known as "Web 2.0." Web 2.0 describes a set of next-generation Internet technologies that make it easier to create online applications that behave dynamically, much like traditional...
Tag(s): white paper, technology, best practice
Date Published April 29, 2015 - Last Updated January 14, 2016
There are lots of variables and issues to address when deployment a performance management system across a small or large business. There are two questions that are critical to your success, regardless of the size or nature of your business.
Tag(s): white paper, technology, metrics and measurements, performance management
Date Published April 29, 2015 - Last Updated January 14, 2016
Software as a service (SaaS) is more than just a cloud-based delivery model. It's a service approach that IT organizations are considering for meeting their ITSM needs. With a SaaS model, IT organizations can focus their staff and infrastructure on high-priority activities and initiatives while...
Tag(s): white paper, service desk technology, technology, cloud, cloud computing, business of support
Date Published April 29, 2015 - Last Updated April 30, 2015
Whether we want to admit it or not, the service and support industry might be the most schizophrenic industry on the planet today! It seems one minute we're in the back office providing service and support behind the scenes to end users and customers, and the next minute we're moved to the front...
Tag(s): white paper, virtual support tools, virtual work, technology, workforce enablement, service desk technology
Date Published April 29, 2015 - Last Updated April 30, 2015