Tag(s): technology, mobility, mobile device support
Date Published April 18, 2014 - Last Updated April 18, 2014
Given the steady increase in ticket volumes noted over the past few years, and knowing that this is a trend that will likely continue, how can technical support teams manage this volume? For the past three years, desktop support teams have recommended three key tools.
Tag(s): supportworld, desktop support, infographic, service desk technology, technology
Date Published April 1, 2014 - Last Updated March 10, 2021
DevOps is poised to change IT, and the same ITSM practitioners who’ve been dismissing DevOps are the ones most equipped to support DevOps initiatives and create value for the business. Find out how ITSM practitioners can contribute to this exciting organizational journey.
Tag(s): supportworld, devops, ITSM, IT service management
Date Published July 1, 2013 - Last Updated August 6, 2018
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
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
You are a knowledge worker. That means that your professional life and future depend on your digital literacy. Ten years ago, digital literacy meant that you knew your way around a computer and could find information on the web. Today it means that you understand how to find and share...
Tag(s): technology, people, communications skills, communications technology, social media
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