Many organizations have implemented problem management, per ITIL, by performing root cause analysis on important incidents, deriving lessons learned, and deploying corrective steps in order to prevent similar incidents from recurring. However, this process is still reactive in nature, as a...
Date Published May 26, 2016 - Last Updated April 19, 2019
Despite the industry buzz over DevOps, HDI research shows that 73% of support teams are dissatisfied with their current level of involvement with development.
Date Published April 29, 2016 - Last Updated December 1, 2017
Creating an enterprise service portal and request catalog is an ongoing effort that keeps growing in functionality.
Date Published March 1, 2016 - Last Updated December 15, 2016
Support centers that handle escalations with consistent procedures provide better customer service and increase productivity.
Date Published February 26, 2016 - Last Updated April 19, 2019
How can you share what you know at work the same way you would outside of work? Easy. By following the practices and process of Knowledge-Centered Support.
Date Published January 22, 2016 - Last Updated October 5, 2016
In this update to the 2014 road map, the DSAB articulates the continuing evolution of desktop support, including the skills needed, and industry trends, such as cloud computing, shadow IT, BYOD, virtualization, security needs, and consumerization.
Date Published January 13, 2016 - Last Updated October 5, 2016
Many IT organizations struggle with user adoption when they release their first service portal. The user experience is the key to a successful service portal.
Date Published January 12, 2016 - Last Updated April 10, 2017
First call resolution (FCR) is about answering or solving the customer’s problems on the first call, as quickly and for the least cost possible.
Date Published December 8, 2015 - Last Updated May 20, 2016
This program reduces incident counts and resolution times and increases support staff skills for getting to root causes and eliminating the incidents they cause.
Date Published November 24, 2015 - Last Updated May 11, 2016
The HDI Service Management Awards recognize excellence and honor support organizations that have generated positive, measurable results in IT service management.
Date Published November 17, 2015 - Last Updated December 1, 2017