In business, as in life, the only constant is change. Markets and digital landscape shift frequently and companies are always scrambling to keep up and get ahead. As businesses grow and change, so do IT needs. Many organizations struggle to deal with asset sprawl, a byproduct of the fast pace of technological change. The reality […]
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Discovering and managing IT assets can be a tough job for IT teams—especially when it comes to keeping track of IT inventory. The IT department is responsible for managing assets and liabilities as well as collecting asset data, which means keeping track of IT inventory to reduce unplanned expenditures and reduce time, cost, and risk. […]
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We live and work in an increasingly competitive world. For that reason, most companies streamline processes and improve operational efficiencies wherever possible. And, while, the IT help desk performs critical functions in many organizations, costs and productivity levels are often areas in need of improvement. In addition to solving internal and external technical issues, a […]
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Help desk software helps companies resolve tech issues faster, eliminate menial tasks, and allow IT departments to resolve complaints more efficiently. Through the organization of information, streamlined workflows, and the elimination of time-consuming manual processes, support specialists can focus on what they do best: addressing requests that demand their particular expertise. Too often, help desk […]
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In most organizations, regardless of industry, file transfers happen all day, every day. These transfers take place in the forms of data exchanges like email, network shares, homegrown File Transfer Protocol (FTP) tools, and even free online FTP services. Every employee shares information, internally or externally, throughout the day, which raises security concerns. It may […]
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Your service level agreement (SLA) is an integral part of your IT business and an essential element of your service level management strategy (SLM). Your SLA gives both you and your customers a solid basis for communicating efficiently and handling problems effectively, which makes it a valuable tool. One that both you and your clients […]
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The world is powered by technology today. We all know that. In business, technology, used skillfully, increases the value your IT department brings to the business—and your IT help desk. Not surprisingly, so does the quality of your IT help desk’s knowledge base (KB) and your technicians’ skill sets. The IT help desk plays an […]
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It’s every customer and employee’s right to ask for and receive assistance from the IT help desk. The help desk team is obligated to, well, help. It is also their duty to maintain the secrecy and confidentiality of any and all privileged information. This means that in addition to providing technical support quickly and efficiently, […]
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Have you ever considered what will happen to your help desk in the case of disaster? Business continuity (BC) and disaster recovery (DR) planning, today, applies as much to technological assets, such as the software solutions that support your business, as physical property. The reason being is that losing sensitive data or access to business-critical […]
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Each industry has standards and regulatory compliance concerns. The health care industry arguably has the most well-known, thanks to the Health Insurance and Portability Accountability Act (HIPAA) and its efforts to keep electronic protected health information (ePHI) safe. HIPAA compliance is essential for organizations that store, maintain or transmit ePHI and staying on top of […]
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What do IT professionals—in every industry and organization across the world—have in common? Their reliance on the IT help desk, which serves both as the repository for all IT issues and as a conduit between themselves and their organization’s end-users. The functionality of the IT service desk is vital to the success of any company, […]
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The quality of the customer service your company provides cannot only make or break your reputation; it can have a significant impact your bottom line. According to the [24]7, Inc. 2016 Customer Engagement Report, almost half (47%) of customers would take their business to a competitor within a day of experiencing poor customer service, and […]
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