This IDC Insight highlights the growing importance of IT services management (ITSM) in the light of digital transformation in organizations. Traditionally, ITSM includes the entire set of processes designed to manage and improve the way IT is deployed in an organization. However, due to digital transformation (DX), ITSM is now maturing to include agile and ...

As of 2015 remote support solutions are typically well regarded by users, consistently delivering one of the highest average satisfaction scores in TSIA’s annual Global Technology Survey. Service executives should acquaint themselves with the new features and capabilities being introduced by leading remote support platforms and find ways to leverage the capabilities beyond technical support. ...

Technology is incredibly important to field services operations. Various platforms and applications are required to understand customer history, account entitlement and consumption, appointment scheduling, and to perform on-site repairs. TSIA has identified 17 separate application categories recommended for highly productive, scalable field service, including core infrastructure technology, productivity tools, and tools to understand and track ...

There are inherent limitations in traditional assisted support models. While support employees may be well trained, highly technical, empathetic, and have strong communication skills, they still are limited by the actual medium of phone support. They cannot see what the customer sees and are limited to how customers explain and describe a technical problem and ...

The results of TSIA’s Support Services Benchmark Survey continue to reveal the hard truths about delivering technical support in 2015. The next year will be a challenging year for support services, but Pacesetter companies will embrace and overcome these challenges, often by investment in analytics, proactive support programs, customer engagement strategies, and knowledge management—all areas ...

In 2014 only 58% of sales people met or exceeded quota. But in that face of lacluster performance 95% of companies raised targets for 2015. CSO insights recently did a sales performance optimisation study of over 1000 companies and found the 5 best practices to emerge from data to help enable sales teams exceed targets. ...

Online meetings are ideal for collaboration both within the business and with customers, but too often technology solutions get in the way, creating delays or even missed meetings that can jeopardise opportunities and revenue. This Report will Identify how organisations today are improving their collaboration systems and avoiding the costly technology frustrations that have plagued ...

It comes as no surprise that the sheer volume of meetings is on the rise for today’s average employee. Nor should it come as a shock that the vast majority of today’s employees report they get little or no value out of most of the meetings they attend. Yet, few workers would argue that communication ...

Collaboration is key. To most organisations, in fact, it is a significant source of comparative advantage. As such, the number of meetings—opportunities to share concerns, plan strategies, prioritise focuses, coordinate responses and track progress toward goals—is on the rise. The following report combines quantitative research sponsored by join.me by LogMeIn and a range of other ...

Based on information gathered in TSIA’s annual Global Technology Survey, this report will look at the trend of remote support services being adopted over many different industry types. Through the continued improvement of remote control, desktop sharing and web collaboration, companies are able to use these capabilities to increase productivity by avoiding the loss of ...