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Industry Articles
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Reducing Infrastructure Complexity — A Strategy of World-Class IT Shops
by Tristan Hoag, Vice President of IT Solutions, SEI Information Technology One of the defining characteristics of a successful IT department is the ratio of spending on operations vs. spending on projects. One study featured in CIO Magazine shows that top performing IT shops spend less of their budget on operations.
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Do you use your analysts? Part 1 of 2
by Matt Hinchliffe Measuring your actual use of support analysts is a topic that generates a great many suggested approaches. After ploughing through a number of the theories, I still hadn’t found any solutions that I could apply to the support analysts at CODA.
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Call for Authors
by David Kodama Want to see your name in print? Do you have knowledge, ideas. or experiences to share with your peers? The SSPA News community now has more than 24,000 subscribers so your efforts will be well-read by other support professionals.
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Best Practices in Acquisition Integration for Technical Support
by Moderator- Bill Rose, SSPA Founder/Executive Director The reasons behind many failed acquisitions and mergers are often misunderstood. While surprising to many, studies show that the causes for both success and failure are usually not related to price and "due diligence" factors, but rather the quality of the integration process following the acquisition. This expert Power Panel discusses the factors that may impact your support center.
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The Device Management Conundrum: Maximizing Wireless Employee Productivity in an Era of Limited IT Resources
by Marc Itzkowitz, Director, Product Marketing -- SupportSoft, Inc. As wireless devices become more sophisticated and bring the promise of a more productive, always-connected world, they also bring the support costs and administration issues common to PCs. These issues will be further compounded by their small size and various connection options. As a result, enterprises are discovering that the real costs of adopting widespread use of handheld mobile devices for its employees may quickly outstrip the benefits, while employees may also fail to see the promised productivity gains.
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