The Internet of Things is coming! The Internet of Things is coming!
Wait...what is the Internet of Things (IoT), and how does it affect the services you support for your business? In this HDI vChapter webinar, Forrester senior analyst Amy DeMartine will...
Tag(s): webinars, internet of things, membership, local chapters
Date Published - Last Updated May 6, 2015
Join us on August 18 for a sneak peek at the DevOps FUSION Summit!
What are the practical steps that managers and executives in IT organizations can take to improve the transfer of knowledge between various teams?...
Tag(s): webinars, knowledge management, KM, devops
Date Published - Last Updated September 2, 2015
With the evolution of ITSM into ESM—enterprise service management—coupled with the increased adoption of cloud-based service management solutions, technical support leaders are planning ahead, doing their research, and gathering the facts they need to build a business case for their next toolset.
Tag(s): service management, webinars, trends, technology, technical support
Date Published - Last Updated September 30, 2015
In the interest of strengthening alignment with overall business objectives, technical service and support organizations are streamlining their support models by blending the service desk and desktop support, enhancing remote and mobile support, bolstering...
Tag(s): technical support, ITSM, service management, technology, service support, service strategy
Date Published - Last Updated October 31, 2014
With the rising demands for support access anytime, anywhere, from any device and the continuing need to contain support costs, remote support solutions have risen to the top three “must-have” technologies. Coupled with a solution lifecycle that averages three to...
Tag(s): technology, remote support tools, software as a service - SaaS, technical support, cloud computing, desktop support
Date Published - Last Updated October 31, 2014
In the pursuit of improvement, knowledge is key. Today’s knowledge management tools are more robust, and getting smarter all the time. But remember, a lot comes down to the human factor: a body of knowledge is only as good as the support professionals who use it, fix it, flag it, and add to it.
Tag(s): technology, knowledge management
Date Published - Last Updated February 25, 2016
Seton Hill University has a reputation for being an early adopter. Consequently, I’m often asked about the relationship between social media and mobility. What follows is a short chronicle of Seton Hill University’s journey through the adoption of both social media and mobile technologies and a...
Tag(s): social media, byod, mobility, mobile device support, technology
Date Published - Last Updated February 25, 2016
Manufacturing, financial, retail, and pharmaceutical companies have long used predictive analytics for everything from anticipating parts shortages to calculating credit scores. But across industries, the software can also warn IT organizations about potential system failures before they affect...
Tag(s): metrics and measurements, technology
Date Published - Last Updated February 25, 2016
While the total number of incidents/service requests, the potential impact of restricted access, and ease of automation will all vary by service, type of support, company, industry, etc., automation is subject to the greatest variability. Executing on a vision is certainly easier said than done,...
Tag(s): automation, self-service, service desk, outsourcing
Date Published - Last Updated February 25, 2016
The state of security in 2014 can be summed up in four words: We are falling behind. External breaches are occurring more frequently and becoming more complex, and internal threats have extended beyond malicious employees (past and present) and current employee mistakes to include vendors, who...
Tag(s): technology, trends, security management
Date Published - Last Updated February 26, 2016