How do you manage the changes being implemented by your cloud hosting vendor that could adversely affect your services and your customers?
Tag(s): supportworld, ITIL, ITSM, service management, cloud, change management
Date Published February 27, 2019 - Last Updated December 17, 2019
Diversity and inclusion are part of smarter service and better business practices that we can all embrace.
Tag(s): supportworld, workforce enablement, workforce enablement, training, support center, leadership
Date Published February 26, 2019 - Last Updated December 17, 2019
Finding the right balance in your agent to supervisor ratio includes tradeoffs, as Jeff Rumburg explains.
Tag(s): supportworld, metrics and measurements, staffing, support center
Date Published February 20, 2019 - Last Updated December 17, 2019
HDI community members want to know whether to classify service performance issues as incidents or requests. Paul Dooley has the answer.
Tag(s): supportworld, service desk, service management, incident management, performance management
Date Published February 19, 2019 - Last Updated December 17, 2019
Team members need to be able to trust that others on their team will do what they need to do to meet the team objectives.
Tag(s): supportworld, workforce enablement, leadership, people
Date Published February 14, 2019 - Last Updated December 17, 2019
Customer experience is the result of everything that happened during the caller’s engagement with IT.
Tag(s): supportworld, customer service, customer experience, support center
Date Published February 13, 2019 - Last Updated December 17, 2019
Stephen Mann discusses why implementing new technologies is difficult, what to look for in tools capable of Enterprise Service Management, and much more.
Tag(s): supportworld, podcast, service management, ITSM, technology
Date Published February 12, 2019 - Last Updated December 17, 2019
HDI has assembled a panel of industry experts and practitioners to share tips, tricks, and insights to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, customer experience, desktop support, metrics and measurements, service management, support center, technology
Date Published February 11, 2019 - Last Updated December 17, 2019
HDI’s Top 25 Thought Leaders were challenged to share a must-read article or blog. Here’s what they had to say.
Tag(s): supportworld, workforce enablement, technology, support center, service management, customer experience, desktop support, metrics and measurements
Date Published February 8, 2019 - Last Updated December 17, 2019
Learn how one service desk used a cyber literacy campaign to drive down the number of compromised accounts in their organization.
Tag(s): supportworld, security management, desktop support, support center
Date Published February 6, 2019 - Last Updated December 17, 2019