Is your support organization able to provide consistent service and deliver business value? If not, perhaps it’s time for an improvement initiative.
Date Published July 25, 2018 - Last Updated December 13, 2018
How to design service portals and service catalogs so people will use them.
Date Published July 24, 2018 - Last Updated December 13, 2018
Use lessons learned from the cloud to optimize service management.
Date Published July 12, 2018 - Last Updated December 13, 2018
It’s one thing to define and collect measures for the service desk. It is completely another thing to identify and collect the right measures.
Date Published July 5, 2018 - Last Updated December 13, 2018
Many service management professionals struggle with designing a service portal from the customer’s standpoint.
Date Published July 3, 2018 - Last Updated December 13, 2018
DevOps embodies the people, process, and technology philosophy by advocating that cultural transformation is as significant as digital transformation.
Date Published June 27, 2018 - Last Updated December 13, 2018
Learn how HDI members are handling SLAs for service desk call abandonment rate.
Date Published June 26, 2018 - Last Updated December 13, 2018
Learn what it takes for a company to be ready to adopt emerging technologies and remain competitive and efficient within their industry.
Date Published June 20, 2018 - Last Updated December 13, 2018
For successful knowledge management, create a culture of knowledge sharing by demonstrating ROI to the business, sharing strategies across departments, and measuring results.
Date Published June 13, 2018 - Last Updated December 13, 2018
HDI members weigh in on what qualifies as First Call Resolution in this discussion thread from HDIConnect.
Date Published June 12, 2018 - Last Updated December 13, 2018