Featured White Papers
Author: Peter J. McGarahan
May 21, 2012
This guide outlines the path to an aligned service strategy and structure that supports and governs the people, integrated processes, and tools supported by a balanced performance scorecard.
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This guide outlines the path to an aligned service strategy and structure that supports and governs the people, integrated processes, and tools supported by a balanced performance scorecard.
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A well-designed, highly automated reporting framework that utilizes a balanced approach, effective graphics, clear targets, and real-time and periodic reporting, along with analysis and recommendations, is absolutely essential for IT service management to...
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A well-designed, highly automated reporting framework that utilizes a balanced approach, effective graphics, clear targets, and real-time and periodic reporting, along with analysis and recommendations, is absolutely essential for IT service management to be effective in delivering quality services, as well as reporting the value of such services to the organization.
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In February 2011, HDI published a white paper on “The Mobility Revolution and Its Consequences for Support.” Since then—and especially at the end of 2011 and the beginning of 2012—this revolution has gained momentum. It is no longer necessary...
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In February 2011, HDI published a white paper on “The Mobility Revolution and Its Consequences for Support.” Since then—and especially at the end of 2011 and the beginning of 2012—this revolution has gained momentum. It is no longer necessary to predict mobile, always-on, always-connected styles of work. They are here, and likely here to stay. The purpose of this paper is to look back over the past year, extract meaningful information, and take a look at what is and is not being done in the world of mobile support.
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The old 5×8 support model (five days a week, eight hours a day) simply doesn’t get the job done anymore, with companies and organizations branching out into separate locations and virtual offices, not to mention overseas. Meanwhile, staffs in many support...
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The old 5×8 support model (five days a week, eight hours a day) simply doesn’t get the job done anymore, with companies and organizations branching out into separate locations and virtual offices, not to mention overseas. Meanwhile, staffs in many support centers, depending on industry, are being thinned, or at least not growing. One of the solutions has been to move to multichannel support, placing less emphasis on the phone and email as the primary and secondary ways of communicating with customers. This white paper is intended to help support centers understand why and how they might move into a broader multichannel environment, and how they can be successful.
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Recent White Papers
Today’s businesses often include branch employees, teleworkers, and on-the-go workforces that communicate using a variety of mobile devices. This paper explores the challenges for corporate help desks and IT departments trying to support this growing number of end users who work beyond the corporate firewall. In addition, this paper identifies best practices for choosing enterprise help desk support tools that better meet the needs of remote employees while helping to cut costs.
Author: Mobile Enterprise
Apr 18, 2012
It is important for businesses to embrace the consumerization of IT if they want to reap the benefits of wireless mobility. Supporting all mobile devices efficiently can help you enjoy increased customer satisfaction, more productive end users, and a lightened load on IT—all for a low TCO, if done properly.
Author: Patrick Bolger and John Moore
Apr 18, 2012
Service level management (SLM) is a vital link between IT and the business—yet it's missing from more than 50 percent of internal IT departments, which cannot demonstrate or quantify the value they deliver. Implementing SLM can transform IT's relationship with the business and lay the foundation for dramatic improvements to customer satisfaction. Discover how you can direct IT's effort where it will deliver maximum business value and ensure the business perceives your IT function as an invaluable asset, not as overhead—even if you don't have any spare resources or budget.
Author: The HDI Higher Education Forum
Oct 01, 2011
Higher education institutions are struggling to keep pace as their students, faculty, and business partners demand more diverse services, more creative uses of technology in the classroom, and more open support for the devices they are accustomed to using in their personal lives. In a series of live and virtual meetings from February to July 2011, the HDI Higher Education Forum (HEF) defined five key trends, identified the challenges and impacts associated with these trends, outlined considerations for future success, and shared some practices that have already proven effective for a number of universities and colleges. This report shares these findings and ideas, which can be adapted across industries, and guides others on how to meet the future with confidence.
One of the most common questions I hear from IT support managers is “How many technicians should I have in desktop support?” In this white paper, I will present a rigorous methodology for determining the appropriate technician headcount for desktop support. By following this approach, desktop support organizations can be assured that they will be staffed to meet the needs and expectations of their customers, while simultaneously delivering services in an efficient, fiscally responsible manner.
During the last decade, many Identity & Access Management (IAM) initiatives attempted to give the best technical answer to three top management’s concerns: Governance, Risk Management & Compliance (GRC). Even if this direction was the right one, today misunderstanding and frustration are too often still there.
The number of people taking to social networks is staggering, impacting everything from news reporting to political campaigns to Tupperware parties. As usage explodes, the focus has rapidly shifted from adoption to the way businesses can leverage all the activity to their benefit. They’re not only using it internally to become a part of the discussion with their own social outreach, but attempting to harness the information flowing from constituents to improve processes across departments. One functional area that’s been particularly impacted is customer service.
As customer expectations for service management quality within organizations have risen, it has become necessary to reconsider the part desktop support plays in delivering services to IT clientele. To that end, in early 2011, several subcommittees of the HDI Desktop Support Advisory Board undertook projects to identify key factors required to maintain desktop support functions within an organization.