What Your IT Guy Wishes You Knew About BYOD

February 10, 2015 Oz Merchant Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

BYOD. Yes, it sounds like something that should be included on a party invitation. But to your IT team, BYOD is anything but a tasty beverage because it requests people to Bring Your Own Device. According to a Gartner study, 38 percent of companies expect to stop providing devices to workers by 2016. This means the purchasing decision will potentially be in your hands.

Is Your Help Desk Being Replaced with Social Media?

January 27, 2015 Hank Marquis Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

As social media systems and services like Yammer, IBM Connections, Facebook and Twitter are now replacing IT service desks, it’s wise to consider which approaches are best for social media technical support.

Why Is Knowledge Management So Important to the Service Desk?

March 28, 2014 Guest Authors Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

Implementing knowledge management within a support organization to improve the service desks abilities to respond to customer issues benefits the organization, the support staff, and the customers. Here are just a few reasons why organizations implement knowledge management.

Social Media for IT Technical Support

February 13, 2014 Hank Marquis Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

While social media outlets offer new ways to connect with customers and users, they can also hurt IT productivity and reduce customer satisfaction. Let’s take a look at social media outlets in IT support.