Moving Beyond Legacy Support Systems
Change is never easy. Even when it’s for the best, it always seems easier and safer to stick with what […]
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Service Management
Artificial Intelligence: Shifting Work and Shifting Skills
As usual, there is a major gap between what the headlines say and what we are experiencing in our daily
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Next-Generation Service and Support in a Mobile-First, Cloud-First World, Part 2
If the rate of change on the outside exceeds the rate of change on the inside, the end is near.
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Considering a New ITSM Tool? Remember the Stakeholders
I recently facilitated a meeting of the HDI Desktop Support Forum in Dallas, Texas. During a discussion about getting metrics
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The Myth of Proactive Problem Management – Part 1
Aesop’s fable of the fox and the grapes is a familiar story. We work hard to get toward a goal,
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Next-Generation Service and Support in a Mobile-First, Cloud-First World, Part 1
“It ought to be remembered that there is nothing more difficult to take in hand, more perilous to conduct, or
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The Value of Time
Be mindful of your customers’ time when you deflect calls and contacts and provide self-service solutions “Time is money.” – proverb
When Troubleshooting, Keep It Simple
The year was 1988. I was an 18-year-old airman recruit stationed at the Naval Air Technical Training Center (NATTC) in
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Continual Service Improvement is NOT a Service Lifecycle Stage
Wow! Did you read the title of this article? OK, you most likely did. And perhaps that’s why you’re reading
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Driving Automation in Technical Support Centers
A number of characteristics make technical support centers different from other types of contact centers: Support center analysts require
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