In a preview of a Supportworld Live session, HDI Featured Contributor Mike Hanson describes how he and others at PSCU improved their IT service operation.
Tag(s): supportworld, support models, desktop support
Date Published March 29, 2023 - Last Updated February 20, 2024
HDI Featured Contributor Doug Rabold describes a scenario many of us have gone through, and what steps to take afterwards.
Tag(s): supportworld, support models, best practice
Date Published March 28, 2023 - Last Updated February 20, 2024
Here’s a deep dive into the strategy behind managing the conflict and emotions of heated moments and contentious relationships.
Tag(s): supportworld, communications skills, customer experience
Date Published March 22, 2023 - Last Updated February 20, 2024
We talk about how to have a meaningful, long-lasting relationship with IT service and support clients by utilizing this important metric.
Tag(s): supportworld, support models, service level agreement
Date Published March 21, 2023 - Last Updated February 20, 2024
Here are some simple strategies for coping with the new normal in the IT service and support workplace.
Tag(s): supportworld, best practice, leadership
Date Published March 20, 2023 - Last Updated February 20, 2024
A Q&A with N.J. Robinson, a longtime member of the HDI Strategic Advisory Board, on what he’s learned throughout his career.
Tag(s): supportworld, support models, HDI
Date Published March 17, 2023 - Last Updated February 20, 2024
Machine learning and AI is already automating some tasks which once required human effort, but the new wave of technology also will open up new possibilities to IT professionals with the right skills.
Tag(s): supportworld, support models, automation
Date Published March 17, 2023 - Last Updated February 20, 2024
It is important to measure the performance of your IT teams. HDI Featured Contributor Michael Hanson offers some measurement tools to help.
Tag(s): supportworld, support models, technology
Date Published March 15, 2023 - Last Updated February 20, 2024
We asked HDI thought leaders and featured contributors what so-called soft skills might be best to develop in this industry.
Tag(s): supportworld, best practice, communications skills
Date Published March 10, 2023 - Last Updated February 20, 2024
IT management expert Phyllis Drucker provides two perspectives on how automation can help with the management of IT infrastructure.
Tag(s): supportworld, support models, technology
Date Published March 9, 2023 - Last Updated February 20, 2024