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Mobile: the new frontier for self-service

Artificial Intelligence on the service desk [Holly from RedDwarf]Google searches performed on a mobile device outstripped desktop searches (in certain territories), according to figures released last week. That’s an important milestone in the meteoric use of mobile. Of course, the searches refer to global use of Google, including consumers searching for the nearest pizza joint, and are not necessarily... 

The Top Five Worries for IT Service Managers

What keeps you up at night? This article has been contributed by Teon Rosandic, VP EMEA at xMatters. What keeps you up at night? People love to ask business leaders this question. You can find the worries for IT service managers in the headlines of your favorite news sources every day. IT service managers have to contend with everything from routine service tickets to critical connectivity outages.... 

Service management for a more mobile world – is anything different?

Don’t get lost in the mobile world Ask any consumer what their favorite new tech gadget is, and odds-on it won’t be a new PC, but a tablet or smartphone. It’s the same in the enterprise: the number of traditional desktop machines being bought is continuing to slide according to Gartner, with a drop of around 8.4% in sales this year compared to 2012. At the same time, tablet sales for 2013... 

The service desk shuffle: Collaboration trumps hot potatoes

Stuart Facey, VP of international at Bomgar Corporation When things go wrong with technology, organisations rely on their IT support teams to fix problems and help out. The traditional method for dealing with problems sees calls (or email requests) coming in and tickets going into the queue to be dealt with. If a first level support rep doesn’t have the skills to handle an issue, then it gets passed... 

Never Mind BYOD – What about BYOA?

Bring Your Own Device, Build Your Own App? Lots of chatter happening around ‘Bring Your Own Device’ and the ‘Consumerization’ of IT. These issues seem to represent the convergence of a number of growing trends: Consumers being increasingly IT savvy Consumers being used to instant internet gratification and on-demand ‘Apps’ Smart efficient toys Productivity and GTD in a world of infinite... 

Product Group Tests

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