To say that the technologies involved in support these days are rapidly evolving and changing would be an understatement, as I’m sure you know. IT service management and ticket management tools have become dramatically more inclusive and powerful; mobile devices have flooded into organizations and mobility itself has become a way of doing things; new channels have become more popular; and cloud has become perhaps the most often used word in the technical lexicon.
Acting as track chair for the Technology in Action track for HDI 2013, I tried to cast a wide net, capturing as much as possible about developing technologies while making sure that the sessions addressed the real challenges that support centers are facing. The quality and the breadth of topics made the task of choosing a mere ten sessions quite daunting. I wanted to be true to the name of the track and not make it all about the technology, but also consider how the technology might be put into action.
Represented in the track are:
Mobile device management (case study) as well as the larger topic of mobility
SaaS decisions, including the risks and benefits
Chat (case study)
Cloud, as it relates to operations and the support center
Knowledge management as a foundation for the move to social business
Automation and workflow management
The presenters in the track are a blend of practitioners, solution providers, and industry leaders who will undoubtedly make the sessions illuminating and thought provoking, peppered with practical takeaways.
Support center managers and staff need to be thinking about the changes to the work environment and to the future infrastructure of the support center itself during this period of rapid—and rapidly accelerating—change in technology. It is my hope that the Technology in Action track will provide direction and the foundation for informed decision making when attendees return to work.
I’m looking forward to meeting many of you in Las Vegas. See you there!