CIO Role: Is IT Facing a Leadership Crisis?
By Meredith Levinson
The CIO role is undergoing yet another shift, and the emerging CIO position requires a mix of capabilities that many existing IT leaders lack. CIO.com investigates what abilities are needed to be successful in this new CIO role and where future CIOs will come from. Read more
What's your take? Is IT facing a leadership crisis? Follow-up
Power Up Convergence Imagine a world of true convergence, where disparate tools and complex processes for tracking and managing desktops, mobile devices, PC lifecycle, security, compliance, and service requests become one. Not just data integration, but a truly revolutionary workflow that reshapes how IT is delivered. Only the Numara FootPrints family of IT asset and service management solutions offers converged processes that improve service while delivering flexibility and efficiency.
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ManageEngineGetting the right help desk software is always a defining factor for managing your IT services effectively. ManageEngine ServiceDesk Plus offers you everything to manage your IT, a complete help desk with integrated asset management and out-of-the-box ITIL ready features. Try Now!
Skills for a Successful Support Staff
By CompTIA and HDI
Though our industry is the technical service and support industry, it is no longer surprising to find that the "service and support" concept often overshadows the "technical" component. Read more
CMDB Success Kit
Understand the challenges and risks of supporting a remote workforce with legacy tools such as RDP, pcAnywhere, VPNs, and VNC, and identify best practices you can use to choose help desk tools that better support today?s workforce while also cutting costs. Read more
Supporting Mobile Devices
Find out what others are doing and how it's impacting customer service. Take this month's five-minute survey on mobile devices and we will send you the final report when the results are in.
Now Available! HDI Research Corner Compilation, 2010?2011
The new HDI Research Corner Compilation, which brings together all of the reports from May 2010 to June 2011, is available now. Visit the HDI Research Corner and get your copy today!
The Future of IT Infrastructure
By Samuel Greengard
A wave of technologies?including cloud computing, mobility and social media?are transforming the enterprise and fundamentally altering IT infrastructure. Navigating this new order requires vision and business acumen. Read more
How can you prepare for the IT infrastructure of the future? Follow-up
Metric of the Month: Cost per Ticket
By Jeff Rumburg
The purpose of the column is to familiarize you with the KPIs that really matter to your support organization. In this issue, we will focus on cost per ticket. Read more
When IT Isn't Strategic, Bad Things Happen
By Larry Tieman
How different things might have been at the likes of People Express and DHL if their IT executives had educated their senior business execs. Read more
The State of Knowledge Management
By David Griffiths and Brian Moon
Knowledge management performance has been the subject of several important surveys in the recent past, the results of which indicate some dissatisfaction with KM, in terms of its application as a strategic management tool, and suggest that the concept of KM could be in decline. Read more
The Decision-Making Flaw in Powerful People
By Kelly See, Elizabeth Wolfe Morrison, Naomi Rothman, and Jack Soll
Overflowing with confidence, many leaders turn away from good advice. Read more
Social Media vs. Knowledge Management
By Anthony Bradley and Mark McDonald
On the surface, social media and knowledge management (KM) seem very similar. Both involve people using technology to access information. Both require individuals to create information intended for sharing. Both profess to support collaboration. But there's a big difference. Read more
Four Motivation Mistakes Most Leaders Make
By Carolyn Dewar and Scott Keller
Irrationality is a basic part of being human. Leaders who rely on rationality typically spend time and energy on the wrong things, send messages that miss the mark, and create frustrating unintended consequences. Read more
Congratulations to HDI's Latest Certified Support Center: ActioNet FAA ATO National Service Center
The Federal Aviation Agency (FAA) National Service Center (NSC) is part of ActioNet's Information Technology Contract, which services the FAA's Air Traffic Organization (ATO). The primary function of the ATO is to move air traffic safely and efficiently. Providing 24?7 support to over 40,000 users and handling more than 400,000 calls per year, the NSC is the only FAA call center to achieve the HDI Support Center Certification. In addition, ActioNet has earned its SEI CMMI-DEV Maturity Level 3, ISO 20000, and ISO 9001:2008 certifications. Since its inception in 1998, ActioNet has successfully streamlined its processes and continues to provide outstanding service to its customers. ActioNet's corporate culture is the source of its strength, and a commitment to clients, people, growth, and results has enabled ActioNet to reach new levels and be recognized as a premier IT solutions provider.
Trend Spotting: A Report from HDI Research
Presented by Jenny Rains, Roy Atkinson, and Cinda Daly
Join members of the HDI Research and Content team as they highlight the most intriguing technical service and support findings uncovered in this year's HDI research, providing an inside look at the data paralleled with current trends and future predictions.
Date: December 13 | 1:00 PM ET
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