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HDI Conference & Expo
April 7-12, 2019
Rosen Shingle Creek, Orlando

HDI’s flagship event gives you a fresh look at the trending information,resources, technologies, and people in the service and support industry. FIND OUT More »


Service Management World
November 11-13, 2019
Omni Orlando Resort at Champions Gate

Designed to meet the unique needs of service management and technical support leaders, Service Management World will explore the strategic and tactical elements of the optimal service management strategy. FIND OUT More »

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HDI Community Member Discussions

From : Communities>>Ask Your Network
Much better than it was! JPC Group 25 Service Management Experts to Watch in 2018 20 Best Service Management People to Follow on Twitter Top 25 Thought Leaders in Technical Support and Service Management 20 of the Best ITSM Thought Leaders of 2018 Ron Muns Lifetime Achievement Award IT Industry Legends Cherwell Software HDI Hall of Fame Distinguished Professional in Service Management DP SM TM ITIL Expert & Accredited Trainer, ISO/IEC 20000 Consultant KCS v6 Certified Trainer & Coach HDI Faculty [More]

From : Communities>>Ask Your Network
First and foremost Dennis, I offer you my sympathy and understanding.  I can tell you that I feel your pain, but at a smaller scale. Second, I would think that your call times are changing due to your change of staff.  Even with working in a past call center, knowing the system and your callers makes a huge difference.  I have a contractor working with me now and I am noticing the difference in calls volumes as well.  This might just take time unfortunately. Have you replaced the individuals you [More]

From : Communities>>Ask Your Network
I've found you can get some useful ballparks from these freely provided staffing calculators: http://calculator.metricnet.com/Budget_Calculator.htm Excel version: https://s3-us-west-2.amazonaws.com/metricnet-prod/wp-content/uploads/2016/02/Downloadable-Budget-Calculator_FINAL-2-31.xlsx As far as pitching for more FTEs from the business, I can only offer a wish of luck. We (and other members of our local HDI chapter) have tried a multitude of approaches to FTE asks, and they all routinely fail (or [More]

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The role of the service and support manager is to monitor and optimize the use of people, process, and tools to perform services that deliver value. Technical support professionals must extend their skill sets to include business acumen, financial expertise, customer experience design, risk management, collaboration, and innovation.

FAQ: What Are Best Practices for Service Desk Collaboration and Consolidation?

HDI members are a group of community-minded problem solvers. They take their jobs of managing people, process, and technology quite seriously, but they also love to help each other excel in their careers. Today, we’re sharing a recent discussion about service desk collaboration and consolidation.

The ROI of Training, Part 3

The reason training is devalued, cut, or not implemented at all is because, as an industry, we aren’t diligent about measuring the effectiveness of our efforts when it comes to training. To measure the ROI of training, organizations need to create learning objectives and baseline performance before initiating training. Take to time to collect the data, and use HDI’s Training ROI Calculator to measure the results.