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
Scaling support doesn’t mean just having a service portal. Here is a deeper look at how to do it.
Tag(s): supportworld, support models, technology
Date Published May 17, 2023 - Last Updated February 20, 2024
A Q&A with Bruce Randall of ServiceNow, who is a valuable member of the HDI Strategic Advisory Board.
Tag(s): supportworld, support models, technology
Date Published May 16, 2023 - Last Updated February 16, 2024
We asked thought leaders in the IT service and support industries for their takeaways when the microchips hit the fan.
Tag(s): supportworld, support models, technology
Date Published May 16, 2023 - Last Updated February 20, 2024
We’ve come a long way from needing paper forms and office visits to get our IT needs met.
Tag(s): supportworld, support models, technology
Date Published May 8, 2023 - Last Updated February 20, 2024
After a long competition, we recognize the best of the best of the IT industry at SupportWorld Live in Las Vegas.
Tag(s): supportworld, support models, technology
Date Published May 3, 2023 - Last Updated February 20, 2024
An imagined take at what a nation of the service desk industry would look like and what rules would make up its constitution.
Tag(s): supportworld, support models, technology
Date Published May 2, 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
Too often, IT orgs mislabel other metrics and offerings as SLAs. Here is why that can muddy the waters.
Tag(s): supportworld, support models, service level agreement
Date Published April 26, 2023 - Last Updated February 20, 2024
It’s about restoring the trust that has been broken. Terry White of Omdia discusses how to unpack this important concept.
Tag(s): supportworld, support models, technology
Date Published April 25, 2023 - Last Updated February 20, 2024