11/22/22 Over the past twenty years I have been working in tech, I have seen a variety of products and solutions come and go. For many, it is because they overly complicate somethi…
11/16/22 It’s increasingly common for service desk teams to perform some support operations over a live chat. This is a win for everyone. When using chat support, employees are loo…
11/14/22 Internal IT support teams are often the first place employees turn for help with technical issues, and it’s important for team members to be able to quickly understand pro…
10/04/22 Recently, technology roles have become more generalized—cloud computing, for instance, requires a broader knowledge of technologies like storage and network. As technology…
08/30/22 What Is a Workflow? Everything happening in an organization can be classified as a business process. This is true even if the process is a human looking at an Excel file s…
08/25/22 Most IT systems don’t operate in a vacuum—they have dependencies on other systems. And as organizations attempt to grow while trying to maximize their bottom lines, they s…
01/26/22 In the early days of the pandemic and in 2021, teams were on their heels reacting to everything thrown their way: changes in work dynamics, accelerated digital transformat…
08/24/21 Imagine every time you visited the service desk to submit a ticket, you were greeted by the boisterous drums from the medley of the Olympics—you’d feel like a gold medalis…
08/11/21 This past April, my husband and I took on our most exciting and daunting chapter yet: parenthood. Despite the chaos around us, we made the most of our pregnancy and thorou…
07/23/21 Bad things left alone tend to get worse Unattended incidents won’t clean up after themselves and will come back to haunt you—whether as rising MTTR metrics, a cluttered In…
05/24/21 IT is ultimately about providing services to end users, and the IT help desk plays a critical role in this effort. As a result of the COVID-19 pandemic, there was a major …
05/13/21 With Memorial Day right around the corner, customers are preparing their carts for a weekend of online sales and shopping. Unfortunately, the increase in online traffic fo…