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
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
Our customers changed where and how they work. Their needs and expectations have transformed along with their environment, and our service strategy must keep pace as the modern workplace evolves. Say goodbye to your music on hold, business hours, and carefully limited scope of...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 22, 2021
For years, service desks and support centers have been optimizing the way they work. By doing so, they’ve been able to keep up with increasing demand for services, but not able to leap ahead. Now there is the promise of emerging, enhanced technologies to assist users and...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 24, 2021
The 2010s were a decade of rapid-fire evolution in IT, technical support, and service management: from mobile devices to remote support, knowledge management to enterprise service management and ITIL4, countless technologies, processes, frameworks, and methodologies emerged to...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 22, 2021
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
Disruption has become the norm. As businesses try to keep pace with rapid change, IT support centers along with other core enterprise service groups are struggling to keep up with demand. How can they communicate effectively and maintain high standards of internal and external...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 22, 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