In recent research, HDI found that 32% of organizations were planning to adopt the principles and practices of service management in lines of business other than IT, in addition to the 27% who said they have already done so. Why are so many organizations adopting enterprise...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 24, 2021
HDI conducts extensive research throughout the year. In this webinar, we will review our 2019 research to date, examine what it means for the industry, and suggest areas that leaders should be paying attention to, including possible courses of action. We will review the latest...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 24, 2021
If your organization’s goal is to reduce friction so your customers can experience your products and services in new and exciting ways, you’re going to need to rethink how and why you’re doing what you’ve always done. More and more people are gaining...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 22, 2021
Transformative training contains key components that are critical the learning process, and the learning process is critical to shaping attitudes and behaviors in the support organization. In this webinar, we’ll discuss four key components of transformative training that...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 24, 2021
Roy Atkinson interviewed Donna Knapp about DevOps, ITSM, ITIL, organizational change, and more.
Tag(s): supportworld, service management, ITSM, devops, ITIL, podcast
Date Published May 22, 2019 - Last Updated December 17, 2019
Apply these strategies to simplify triage and take charge of incident response.
Tag(s): supportworld, service management, ITSM
Date Published May 21, 2019 - Last Updated December 17, 2019
Before you make major changes to your environment, be sure you have good service management practices and principles in place to avoid poor customer satisfaction.
Tag(s): supportworld, customer experience, customer satisfaction, customer service, ITSM, service management
Date Published May 16, 2019 - Last Updated December 17, 2019
A good knowledge base does not guarantee adoption. You need to think about your audience and how they will find the information.
Tag(s): supportworld, service management, knowledge management, customer experience
Date Published May 14, 2019 - Last Updated December 17, 2019
Think of your content holistically, across silos, to enable an enhanced user experience and ultimately provide a better quality of self-service.
Tag(s): supportworld, service management, service desk, self-service, customer experience, customer service
Date Published May 9, 2019 - Last Updated December 17, 2019
Going ticketless is the ability to fully support users without them having to call a service desk or log a ticket.
Tag(s): supportworld, service management, ITSM
Date Published May 7, 2019 - Last Updated December 17, 2019