Service portals are a fundamental part of IT service and support, and we should take care to think about the customer experience when designing these self-service tools.
Date Published August 23, 2022 - Last Updated January 20, 2023
To create the IT team you need, you must align your vision with your business’ values and think strategically in your hiring practices.
Date Published August 15, 2022 - Last Updated January 20, 2023
IT service providers must use templates to keep up with communication, but that doesn’t mean the interaction has to sound wooden. Here’s how to breathe life in these interactions.
Date Published June 20, 2022 - Last Updated January 20, 2023
It’s a job-seeker’s market right now, and that means that organizations have to be intentional in how they create an engaging work environment and how they seek out the best candidates.
Date Published June 15, 2022 - Last Updated January 20, 2023
Best of HDI in 2022 - #6: It’s bad when an employee falls for a phishing email; it’s worse if they hide it. Here’s how to help your organization's employees feel like partners in cybersecurity.
Date Published June 6, 2022 - Last Updated April 18, 2024
The priorities of other departments may not always align with IT’s big picture, but keeping stakeholders happy is worth the effort.
Date Published May 31, 2022 - Last Updated January 20, 2023
IT service involves on-the-fly interactions, so training should include opportunities to practice these improvisational interactions.
Date Published May 24, 2022 - Last Updated January 20, 2023
If you don’t address the underlying concerns users may have with tech in general, no tech fix will be complete.
Date Published May 3, 2022 - Last Updated January 20, 2023
IT service and support teams are working to create a more customized experience for end users. Here is how to do it.
Date Published March 21, 2022 - Last Updated January 20, 2023
Communication skills training is just as important as process and procedures for support center analysts.
Date Published March 18, 2022 - Last Updated March 18, 2022