Roy Atkinson and Pete McGarahan discuss the shift-left strategy, knowledge management, data management, communicating value, and much more.
Tag(s): supportworld, service management, ITSM, knowledge management, automation, metrics and measurements
Date Published January 30, 2019 - Last Updated December 17, 2019
These thought leaders are practitioners and consultants in technical support and service management who share insights with the community.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, support center, service management, customer experience, desktop support
Date Published January 25, 2019 - Last Updated December 17, 2019
Roy Atkinson interviews Fancy Mills to discuss the value of training to both the individual and the organization, new ventures for HDI, and more.
Tag(s): supportworld, support center, service management, training, workforce enablement, community, podcast
Date Published January 23, 2019 - Last Updated December 17, 2019
Hording of institutional knowledge can create a single point of failure when people leave the service desk.
Tag(s): supportworld, service management, workforce enablement, workforce enablement, knowledge management, KCS, incident management, problem management, root cause analysis
Date Published January 17, 2019 - Last Updated December 17, 2019
With advancements in service desk tools, why are so many service desks operating the same way they did 20 years ago?
Tag(s): supportworld, service management, technology, ITSM, IT service management
Date Published January 9, 2019 - Last Updated December 17, 2019
ITSM exists in every organization that leverages technology in achieving business results. But good ITSM has to be more than just answering the phone or making a change.
Tag(s): supportworld, service management, business value, ITSM, IT service management
Date Published January 4, 2019 - Last Updated December 17, 2019
Learn how to implement a multifaceted effort for your service desk.
Tag(s): supportworld, support channels, support center, service management, customer experience, multichannel support
Date Published December 26, 2018 - Last Updated April 3, 2019
The role of the service and support manager is to monitor and optimize the use of people, process, and tools to perform services that deliver value.
Tag(s): supportworld, service management, technical support, technology, trends
Date Published December 18, 2018 - Last Updated February 13, 2019
HDI community members share ideas for collaborating between and consolidating service desks.
Tag(s): supportworld, support center, service desk, collaboration, ITSM
Date Published December 12, 2018 - Last Updated December 13, 2018
In this episode of HDI’s SPOCcast podcast, Roy interviewed with Simone Jo Moore to discuss the human side of AI, the future of training, and the meaning of VUCA.
Tag(s): supportworld, service management, framework and methodologies, ITIL, ITSM, training
Date Published December 11, 2018 - Last Updated December 13, 2018