Be at your best when you're at the front of the pack.

Whether you’re a natural leader—inspiring others at work, at home, or in community projects—or aspire to become one, you’re bound to find some gems in these pages help you on your way. There are articles on the meaning of leadership, leading a generational workforce, community and...

The HDI Service Management Awards recognize excellence and honor support organizations that have generated positive, measurable results in IT service management.
Tag(s): business alignment, business value, continual service improvement, IT service management, IT-business alignment, ITSM, KCS, leadership, process-improvement, service management, support center, supportworld

This program reduces incident counts and resolution times and increases support staff skills for getting to root causes and eliminating the incidents they cause.
Tag(s): benchmarking, best practice, business value, costs, incident management, leadership, process-improvement, professional development, root cause analysis, support center, supportworld, training, service management

Tag(s): business of support, customer service, framework and methodologies, leadership, metrics and measurements, people, process, practices and processes, professional development, research, technology, workforce enablement, RESOURCES

Millennials desire a flexible work schedule like no generation before. Because of this, hiring and employing Millennials may seem like a challenging task.
Tag(s): employee engagement, employee satisfaction, human resources, job descriptions, leadership, people, staffing, workforce enablement, workforce enablement

Hiring is the most important thing a manager does. But the lack of training in many IT organizations on how to hire the best tech support people is alarming.
Tag(s): culture, employee satisfaction, human resources, job descriptions, leadership, people, staffing, workforce enablement, workforce enablement

A comprehensive list of Workforce Enablement information and tools.
Tag(s): workforce enablement, leadership, staffing, incentives, job descriptions, monitoring, motivation, salary, business continuity, business continuity planning, coaching, communications skills, culture, diversity, employee engagement, employee satisfaction, ethics, human resources, insourcing, outsourcing, people, performance management, relationship, rightsourcing, scheduling, sourcing, teamwork, virtual work

Proper transition planning, allowing for the human side of change, can make the difference between success and failure.

Tag(s): change management, leadership, performance management, people, productivity

In the CBS reality TV series Undercover Boss, Fortune 500 CEOs discover that what they think they know about their companies and what they actually know are very different. For more years than I care to remember, I’ve had bosses. Each boss I’ve had has had at least one leadership trait...
Tag(s): leadership, professional development

The fundamental conditions of success are much easier to identify, and much easier to achieve, than most of us make them. They’re very specific and very constant. Most importantly, they aren’t as distant as we often imagine them to be.
Tag(s): leadership, professional development