The Association for Technical Support Professionals

An efficient support center is good for business. We help you better connect with customers by providing career development that leads to success. That's why HDI is the association where technical support professionals belong.

Member Discussions

From : Communities>>Ask Your Network
Naomy, We are a Service-Now customer as well. There's obviously a wealth of data available for use. I am guessing that you're interested in: What your technicians are other words, looking for trends in incidents that suggest items that require some attention to eliminate from the environment. What your technicians cannot fix and have to hopes that you can get solutions from your developers to avoid repeat escalations that you can add to your knowledge base. Not sure [More]

From : Communities>>Ask Your Network
All of our Help Desk staff are non-exempt. Supervisors and above are exempt. ------------------------------ Donald Chew Help Desk Supervisor Mayo Clinic Rochester MN ------------------------------

From : Communities>>Ask Your Network
John, For remote users to access our network, they need to use our Juniper SSL VPN solution, which we are beginning to phase out in favor of using Microsoft's Direct Access tool (info here: which is currently in pilot. Direct access allows for access to all internal network resources from wherever you are in the world using any Internet connection, without having to first connect to a VPN. For remote control, we use Microsoft [More]

Latest Content
There Is More Than One Way to Do Problem Management

Problem management doesn’t have to be complicated, and every organization regardless of size can have an effective problem management function, as long as you take the time to identify what’s consumable for your organization. Remember in order for this to achieve maximum effectiveness, there must be consensus across all organizations that have to participate that the need exists and most importantly an understanding or agreement on the value that problem management can provide to your company.

What Happened to Bimodal IT?

The idea of bimodal or two speed IT seems very straightforward: Agility and velocity are attributes desired—if not required—in today’s digitally driven businesses. The current popularity of DevOps is witness to that.

Workforce Enablement: Get Engaged and Go with the Flow

What if management wasn’t a roadblock? What if management’s job was to clear the way and provide the tools necessary for people to do outstanding work? (We all know that’s what management’s job is supposed to be, but it often isn’t.) In general, workforce enablement operates with the belief that, given the means and opportunity, engaged employees will do good, efficient work. But beware of roadblocks to employee engagement such as failing to enable the engaged employee.