Whitepaper archive

Our internal incident response documentation is something we’ve built up over the last few years as we’ve learned from our mistakes. It details the best practices of our process, from how to prepare new employees for on-call re...

Nearly half of enterprises have already begun adopting DevOps, and most of the remainder have plans to do so. If your organization doesn’t make the shift to DevOps, it risks being disrupted by others that achieve greater agilit...

If you’re an IT manager, you know the power of good data. It’s the lifeblood of complex systems. The question is, how deeply does your data influence your decisions? In this whitepaper, we argue that the way to establish the mo...

Customers are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues ...

Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). This poses a challenge to most busines...

The start of a new chapter of your business, whether you're moving upmarket or adding products and features, is a great time to scale your customer service operations in a smart way. We know customers prefer self-service, via a...

Every customer likes to choose from a wide array of options, right? Well, maybe not. Behavioural scientists have been researching consumer choice making for decades. And the results indicate that it isn’t quite that simple. In ...

Why do so many companies turn to a Content Delivery Network (CDN) to deliver their online videos, websites, and downloads? It’s simple: The core benefits of a CDN directly improve customer experiences. End-users get the content...

While online streaming video once meant video-on-demand, today’s organizations and their audiences are increasingly leveraging the excitement and engagement of live video in multiple ways. Yet, as organizations seek to adopt li...