Many organizations have tried to develop service portfolios and service catalogs, yet most have been unsuccessful. Understanding the costs of service provisioning is a critical success factor in service portfolio and service catalog management. Full cost analysis is a competency that...
Tag(s): practices and processes, service catalog, service management, service delivery, financial management
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
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
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
It all started in the spring of 2009, after coming in as the runner-up for the HDI Team Excellence Award. We knew we were delivering great service to our customers, making recommendations to be more effective, and creating a great working environment, but there was something missing. After...
Tag(s): process, practices and processes, framework and methodologies, people, customer service
When a group of IT service or technical support professionals gather, one can almost always expect to hear chatter about password resets. On average, about three out of every ten tickets received by support centers are related to password resets. This finding, from a recent HDI Research Corner...
Tag(s): technology, process, practices and processes, research
What is the most boring subject in IT? Many topics come to mind, but few would argue that disaster recovery (DR) and business continuity would be high on the list. It is a dry subject. It was dry back in 1999 when everyone was anticipating Y2K, and I don’t imagine anyone thinks it’s less dry today.
Tag(s): process, practices and processes
We often hear of the importance of managing the risks associated with making personal investments. Until we understand investing well enough to weigh equity against the level of tolerable risk, we risk making uninformed decisions that could have devastating results. The same principle holds true...
Tag(s): process, practices and processes, framework and methodologies
Everything we do makes a difference. Any decision or modification we make leaves its mark on the bigger picture. No matter what the industry, IT service and technical support is behind the scenes, performing a role that serves a larger purpose. The goal of the HDI Practices & Salary Reports is...
Tag(s): research, people, process, practices and processes, metrics and measurements, technology