Traditionally, engineers have created new products for tech firms, not end users. This old-school way of thinking must be flipped on its head.
Tag(s): best practice, business alignment, business intelligence, business of support, supportworld
Date Published January 4, 2022 - Last Updated January 20, 2023
An overview of a method to encourage documentation of problem-solving to ensure continuity in IT service and support across your organization.
Tag(s): best practice, business alignment, business intelligence, business of support, supportworld
Date Published January 3, 2022 - Last Updated January 20, 2023
Best of HDI in 2021 - #1: Excellence happens when service leaders have an aligned service strategy, a strong operational structure, and choose to purposefully support best practices. Here we give you some tips for how to assess your journey toward this pinnacle in management leadership.
Tag(s): supportworld, service quality, service management, best practice
Date Published December 29, 2021 - Last Updated January 20, 2023
Cost per ticket is a foundational service desk metric, and one every IT service manager should know inside out. It isn’t as simple as keeping down this metric; it is a delicate balance between holding down cost and providing the service level desired.
Tag(s): supportworld, service quality, service management, best practice, metrics and measurements
Date Published December 28, 2021 - Last Updated October 10, 2024
Best of HDI in 2021 - #3: Problem management is an important part of ITIL 4, but too often it gets neglected. As part of our Metric of the Month series, we examine how to provide quantifiable data to provide focus and motivation for problem management efforts.
Tag(s): supportworld, service management, practices, cost per ticket, cost models, ITIL, metrics and measurements
Date Published December 27, 2021 - Last Updated January 20, 2023
Best of HDI in 2021 - #4: Too often, organizations simply look at the bottom line as the end goal, but those utilizing ITIL 4 might want to dive deeper to come to agreement on the differing definitions of value. Here is a snapshot of that discussion.
Tag(s): supportworld, business of support, ITIL, ITSM
Date Published December 22, 2021 - Last Updated January 20, 2023
Best of HDI in 2021 - #5: There is no one-size-fits-all approach to ITSM, but there are ways to consider how to build the best ITSM processes for your organization. Here are some suggestions to consider as you build out the processes that will provide your organization with long-term success.
Tag(s): supportworld, service quality, service management, change management, practices
Date Published December 21, 2021 - Last Updated January 20, 2023
Best of HDI in 2021 - #6: As part of our series profiling HDI’s Strategic Advisory Board, we ask five questions of Stephen Paskel, a senior manager and site leader at AllState. He shares that to succeed in this industry, it’s important to be a good communicator, to want to serve others, and to...
Tag(s): supportworld, service quality, service management, best practice
Date Published December 20, 2021 - Last Updated January 20, 2023
Best of HDI in 2021 - #7: As organizations move towards enterprise service management, a coordinating body is critical to ensure that there is a singular vision, direction, and solution for an organization’s IT. If not, even the most well-intentioned organizations can create a new form of shadow IT.
Tag(s): supportworld, service quality, service management, best practice
Date Published December 16, 2021 - Last Updated January 20, 2023
Best of HDI in 2021 - #8: On the surface, it would seem the two concepts are diametrically opposed. However, as both have evolved and been integrated into the workplace, the distance between the two has closed. Here’s an argument for how to make both work for you.
Tag(s): supportworld, service quality, best practice, agile, ITIL
Date Published December 15, 2021 - Last Updated January 20, 2023