SupportWorld, Jan/Feb 2013

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Table of 28 CONTENTS The Case for Walk-In Service – Mark Fitzgerald 06 RESEARCH Riding the Hype-cycle –Roy Atkinson 10 THE DALY INTERVIEW: C-SUITE PERSPECTIVES Innovation: The Changing Role of the CIO –Cinda Daly with David Michael and Illysa Ortsman 13 STRATEGY At the Buzzer: Think About Your Service Desk Differently, Get Winning Results –Matt McConnell 31 37 TECHNOLOGY Windows 8: A Win-Win for IT and the Service Desk –Joe Puckett BYOD on Campus: Tips for Security, Success, and Sanity –Apurva Mehta 43 20 REAL-WORLD SUPPORT Business Intelligence: The Power of IT Services –Dr. Shue-Jane Thompson 34 SELF-SERVICE The Benefits of Self-Service and Service Desk Automation –Jesper Østergaard FUSION 12 Conference Scrapbook REGULAR FEATURES 04 18 42 49 Hot Links Ask the Expert Tech Trends Community News

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