The Business of Support

Develop strategies, improve your value proposition, and increase your ROI and VOI.

 

Technology never stops evolving. So we’re left with a choice: evolve with it or get left behind. Because of these rapid changes, the technical support world is playing catch-up, trying to meet the demands of the latest litany of industry buzzwords: the cloud,...

Tag(s): support models, technical support, business of support, ITSM

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

 

While it’s true that measures and metrics need to be focused at each of three levels—operational, tactical, and strategic—it’s also true that both operational and tactical measurements need to provide information that can be used at the strategic level. Many of the...

Tag(s): metrics and measurements, business of support, practices and processes, business alignment, business value

 
Does “desktop support” have a future? The HDI Desktop Support Advisory Board thinks it does, and this white paper is a road map that will help organizations navigate the changes ahead.
Tag(s): desktop support, white paper, business of support, technology

 

The twenty-five industry experts and seasoned practitioners who sit on the HDI Desktop Support Advisory Board leverage their diverse experiences to provide critical insight into the trends and needs of the...

Tag(s): desktop support, business of support, service strategy, professional development

 

The rules have changed. The world of technical service and support is different, and a new kind of ITSM leader is needed. In this webcast, Charles Araujo will examine the changing IT landscape and explain what those changes mean for ITSM leaders. Drawing insights...

Tag(s): business of support, desktop support, leadership, professional development, practices and processes, service management

 

Your customers are important, and keeping them happy can be a significant challenge. How do you prove that keeping your customers happy is worth the investment? How much investment is required? To answer these questions, think about how you learn about customer satisfaction or dissatisfaction...

Tag(s): ROI, business of support, customer service, continual service improvement, customer satisfaction, business value, ITSM

 

HDI 2013 – A Digital Experience is an award-winning free event that you help create! Earn your license to learn at this engaging event featuring top-rated sessions and speakers from the HDI 2013 Conference & Expo in Las Vegas.

Mark your calendars now...

Tag(s): business of support, customer service, desktop support, knowledge management, metrics and measurements, people, performance management, practices and processes, process, professional development, social media, team building

 
With all of the buzz around strategic planning, it’s understandable that today’s IT manager or CIO, however shrewd he or she may be, might feel overwhelmed by the plethora of definitions on offer. This easy-to-use toolkit provides a simple, yet effective, tried-and-true approach to building and...
Tag(s): people, leadership, process, business of support, practices and processes

 
Most businesses claim to use their customer service organizations as key differentiators in creating competitive advantage in the marketplace, but this claim does not withstand closer analysis. The service the vast majority of these companies provide is actually the same as their competitors, so...
Tag(s): customer service, people, process, business of support, practices and processes