Pros and Cons of Chatbots in the IT Helpdesk

Information Week

As AI technology evolves it's worth a closer look at what chatbots can do to provide better end user support on help desk requests

Welcome To A New Era Of Employee Enablement

Forrester's Customer Insights

As I reflect on all the research Forrester did in 2019 on employee experience, end user computing, and modern management, I couldn’t help but think how much the end user computing world has changed since I worked in end user support seven years ago. age of the customer employee experience Information Technology infrastructure & operations user experience (UX Happy New Year!


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Running IT Like A Business: Where Are We?

Chuck's Blog - EMC

  Business execs say there''s much more room for improvement than IT leaders think: improving time to market, communicating a clear vision, gaining the trust of business stakeholders, informing the business of new services, articulating business value, enabling innovation and collaboration, and supporting mobility.  There''s a particular gem halfway down: end user support.    It was a pain in the rear end.

Survey 138

Why Organizations Fail to Secure Third-Party Remote Access

SecureWorld News

But the challenge sort of remains the same, which is to find a solution that is secure and also fits the needs of all of your users. So they might be designed to provide end-user support. So the challenge is finding what is that single solution, or at least a manageable handful of solutions, that are going to be secure but also handle the needs of users. When it comes to third parties, it's really how do you manage all of the identities and all of these users?

It was about SOA all along! Chapter 6

Leveraging Organizational Knowledge

The End of Business as Usual”]. With the help of a meeting with all the managers of the fictitious company Vorpal's IT department, it explains that a SOA does not only support the informal edges of the organisation but also the formal transactional hub. [Continuation of my commented reading of Andy Mulholland's book: "Mashup Corporations. Chapter 6 is about "Internal IT” or the effect the SOA transformation can/should have on the internal IT department/functions.

SOA 40

3 lessons that CIOs learned in 2018

mrc's Cup of Joe Blog

As organizations start to use data, capturing more and more user demographics, credit-card numbers and identifying information, companies cannot afford to have this valuable information compromised, exposed or stolen. They still spend the vast majority of their time and budget on maintenance and support. Now, am I saying that IT shouldn’t support the business? But, they spend time on tasks that they could offload to end users. The reason: It doesn’t end.