How to Create a Cybersecurity Risk Assessment
Cybercriminals are targeting small- and mid-sized businesses more often than in the past. Don't get caught flat-foot...
What to Know About Automation in IT
AITSM is a confusing name for a confusing subject, but it's a way of thinking of which service desks can be automat...
The Future is Voice Activated
While voice-enabled customer care still has some technological hurdles to surmount, it is already being rapidly adopted ...
The Mission of Tech Support Has Changed: We Have to Do Better
In my first post on the topic of support's changing mission, I mentioned that the volume of incidents continues to i...
The Mission of Tech Support Has Changed
The mission of technical support has always been to get people back to work as rapidly as possible after they have suffe...
The Conundrum of Healthcare IT Support: Can Technology Help?
Recently, I had a long conversation with an HDI member (I'll call him "Max") who is an IT support manager ...
The Executive's Guide to Understanding Technical Support
The topics addressed by The Executive's Guide to Understanding Technical Support provide a brief introduction to the...

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