When marketing and IT come together, it can have a transformative impact on an organization. Here's how.
Date Published December 11, 2023 - Last Updated December 12, 2023
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!
Date Published December 6, 2023 - Last Updated February 16, 2024
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.
Date Published November 30, 2023 - Last Updated November 29, 2023
Support expectations rely largely on completion targets, but this is not their purpose. How can we improve this situation?
Date Published November 13, 2023 - Last Updated December 5, 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.
Date Published July 26, 2023 - Last Updated February 20, 2024
It doesn't take a self-aware, hyper-intelligent artificial intelligence to have a massive impact on the service and support industry. The continued advancement of this technology has led many to be concerned about the human impact. Is AI going to eliminate jobs?
Date Published July 12, 2023 - Last Updated February 20, 2024
Inaccessible data can be worse than nothing. Here is how to address the issue.
Date Published July 5, 2023 - Last Updated February 20, 2024
With the rising popularity of generative AI, such as ChatGPT, cybercriminals are likely to exploit its capabilities for convincing phishing scams and in-depth vulnerability research.
Date Published June 28, 2023 - Last Updated February 20, 2024
An argument that ITIL® version 4 does IT a service by focusing on the human component of this working system.
Date Published June 27, 2023 - Last Updated February 20, 2024
Doug Rabold takes stock of his past year in the IT service and support industry after talking openly about being neurodivergent.
Date Published June 26, 2023 - Last Updated February 20, 2024