Learn about new technologies that can advance your support center.

Tag(s): benchmarking, business of support, business value, incident management, industry, metrics and measurements, multichannel support, practices and processes, research, research corner, service level management, SLA, support channels, technology

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 enablement, RESOURCES

A comprehensive list of technology information and tools.
Tag(s): technology, social media, byod, chat, help desk software


In the interest of strengthening alignment with overall business objectives, technical service and support organizations are streamlining their support models by blending the service desk and desktop support, enhancing remote and mobile support, bolstering...

Tag(s): technical support, ITSM, service management, technology, service support, service strategy

The “consumerization of IT,” in a nutshell, is an emerging trend where IT products and services have their origins in the consumer market and eventually spread to businesses, institutions and government. This trend runs contrary to the historical model where organizations led the way in...
Tag(s): white paper, technology


Pre-Event Workshop | 9:30 a.m. - Noon EDT
The Digital Experience | Noon - 5:30 p.m. EDT

  New York   São...

Tag(s): customer service, workforce enablement, professional development, people, technology, mobility

Tag(s): technology, mobility, mobile device support


With the rising demands for support access anytime, anywhere, from any device and the continuing need to contain support costs, remote support solutions have risen to the top three “must-have” technologies. Coupled with a solution lifecycle that averages three to...

Tag(s): technology, remote support tools, software as a service - SaaS, technical support, cloud computing, desktop support


Mobile devices are the new PCs. Employees are increasingly using them as their primary work devices and, consequently, BYOD programs are becoming more deeply embedded in the workplace. Mobile support continues to challenge service desk organizations with raised...

Tag(s): process, mobile device support, mobility, technology, technical support

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