Join a team of technical support, service management and experience management leaders who share their knowledge with the HDI community. Be the thought leader others follow!
Tag(s): supportworld, community, industry, IT service management, technical support
Date Published December 6, 2023 - Last Updated February 16, 2024
A service desk team is (or should be) an enabled, competent, capable, confident, respected, and passionate team of people who are dedicated to helping other people be successful, realize value, and achieve results.Is yours?
Tag(s): supportworld, culture, employee satisfaction, employee engagement, people, service management
Date Published December 5, 2023 - Last Updated December 4, 2023
"Don't fix what's not broke" may be true to an extent, but that doesn't mean we shouldn't be evolving our processes to ensure we're delivering exceptional results-based outcomes and value.
Tag(s): supportworld, ITIL, IT service management, process management, process-improvement
Date Published December 4, 2023 - Last Updated December 4, 2023
Balancing the demands of daily operations with the need to innovate can feel like walking on a tightrope. Here's what leaders can do to cultivate an innovative mindset within their teams.
Tag(s): supportworld, agile, best practice, service strategy
Date Published November 30, 2023 - Last Updated November 29, 2023
Compassion and commitment are two often-misunderstood qualities, yet they can greatly influence effective leadership. Let's explore these two qualities in greater detail.
Tag(s): supportworld, best practice, collaboration, leadership
Date Published July 26, 2023 - Last Updated February 20, 2024
Great managers practice great management skills. Here are a few suggestions for what to work on when you step into a managerial role.
Tag(s): supportworld, support models, best practice
Date Published May 24, 2023 - Last Updated February 20, 2024
We ask a few questions of Esther Pham, Director, Enterprise Service Desk at WBM, and a member of the HDI Strategic Advisory Board. She says it’s important to embrace challenges.
Tag(s): supportworld, support models, best practice
Date Published May 23, 2023 - Last Updated February 20, 2024
A Q&A with Brian McDonald, a security officer with Mutare, a telecommunications company, on the latest cybersecurity threat.
Tag(s): supportworld, technology, security management
Date Published May 9, 2023 - Last Updated February 20, 2024
In this Q&A, HDI Strategic Advisory Board member Marni Casanova offers advice on turning challenges into opportunities.
Tag(s): supportworld, best practice, change management
Date Published May 1, 2023 - Last Updated February 20, 2024
We crave stability, but need to continuously improve to succeed in a dynamic environment. Here are tips for how to do it.
Tag(s): supportworld, support models, change management
Date Published April 12, 2023 - Last Updated February 16, 2024