At recent speed-circuit discussion, attendees shared tips and strategies around self-service and paved the way for further conversations.
Date Published November 28, 2017 - Last Updated December 6, 2017
If led, managed, and resourced properly, organizational change management has the power to increase adoption rates and improve utilization of new technology.
Date Published November 22, 2017 - Last Updated August 9, 2018
Mauricio Corona was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Mauricio to be involved in the community.
Date Published November 14, 2017 - Last Updated December 6, 2017
The service management world is at a crossroads. The rate of change is accelerating, and we need to be thinking about our organizations as systems.
Date Published November 9, 2017 - Last Updated December 6, 2017
Effective process design is about engaging the business, understanding their objectives, and translating that knowledge into repeatable processes.
Date Published November 8, 2017 - Last Updated June 15, 2018
KCS is a set of practices for knowledge management that can improve the quality of services, reduce costs, and improve customer satisfaction.
Date Published November 7, 2017 - Last Updated August 22, 2018
Learn how one organization changed the paradigm of conventional IT and put people first instead of ticket metrics to improve service delivery and customer satisfaction.
Date Published November 1, 2017 - Last Updated December 6, 2017
How one service desk took a primitive knowledge management program and introduced KCS best practices to improve incident and problem management.
Date Published October 31, 2017 - Last Updated December 6, 2017
Learn how one service desk improved first call resolution, implemented self-service password reset, and formalized a continuous improvement process.
Date Published October 31, 2017 - Last Updated December 6, 2017
Every service and support organization needs a clearly defined governance framework encompassing all ITSM processes.
Date Published October 27, 2017 - Last Updated December 6, 2017