Customer support has long been a business mainstay. Yet, the business impact of support is seldom measured - despite the influence of support on higher revenue; customer satisfaction and loyalty; and increased productivity.
Provided by: GoToAssist

There are two certainties in the support world: Customer expectations are on the rise, and support organizations must effectively differentiate from the competition to be successful. That's why it's more important than ever to fully understand the mechanics of good support.
Provided by: GoToAssist

The value proposition for help desks is changing. Instead of merely tactically responding to the unforeseen needs of IT end-users, the future is all about helping organisations get a better return for their IT and related investments. So where are the differences?
Provided by: FrontRange

Whether you already have Macs in your organization or not, there are strong indications that many organizations will need to provide centralized systems management for the platform. Three key drivers have led to the rapid growth of Macs in the enterprise, and will continue to push growth moving forward.
Provided by: Kace

Whether you already have Macs in your organization or not, there are strong indications that many organizations will need to provide centralized systems management for the platform. Three key drivers have led to the rapid growth of Macs in the enterprise, and will continue to push growth moving forward.
Provided by: Kace

The inevitability of change is proverbial. Mergers and acquisitions, IT investments, business initiatives, globalization, advances in technology, the demands of customers, and system maintenance all require change management. And yet many business are ill-prepared to cope with the challenges presented them by change. Managed changed requires the cooperation and coordination of systems, people, and information throughout the change life cycle.
Provided by: TechExcel

Businesses increasingly view information technology as a strategic investment - an investment that is expected to align with the larger goals of the company and deliver competitive advantages. Well-defined IT service management processes ensure that the business is not only ready for change, but that it may take a proactive approach and push for changes that make the company more competitive and profitable.
Provided by: TechExcel

The growing movement to improve IT service delivery and support has led many companies to rethink the structure and composition of their service desks. When planning such a reorganization, IT management must keep in mind that customers of the support organization do not have technology problems, they have business problems.
Provided by: FrontRange

Knowledge Management is a methodology for capturing, optimizing, delivering and maintaining a collection of information that provides guidance or action, and is of value to the organization. When a support professional has access to knowledge, they can quickly assist customers with problems and inquiries. As a result Knowledge Management has become an essential practice within today's support centers.
Provided by: FrontRange