Roy Atkinson interviews Fancy Mills to discuss the value of training to both the individual and the organization, new ventures for HDI, and more.
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.
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?
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.
Date Published January 4, 2019 - Last Updated December 17, 2019
Learn how to implement a multifaceted effort for your service desk.
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.
Date Published December 18, 2018 - Last Updated February 13, 2019
HDI community members share ideas for collaborating between and consolidating service desks.
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.
Date Published December 11, 2018 - Last Updated December 13, 2018
Do you allow for a ticket status that will stop the SLA clock? How do you manage this?
Date Published December 6, 2018 - Last Updated February 13, 2019
Help us identify the people who are shaping the future of technical support and service management. Choose the Top 25 Thought Leaders for 2018.
Date Published November 30, 2018 - Last Updated December 13, 2018