The HDI Service Management Awards recognize excellence and honor support organizations that have generated positive, measurable results in IT service management.
Date Published November 17, 2015 - Last Updated December 1, 2017
Dashboards provide a visual representation of support center performance data, and the design is important for sharing business-critical information.
Date Published November 17, 2015 - Last Updated May 11, 2016
A true enterprise service portal is not restricted to IT; it is a gateway to interacting with all of an organization's service providers from a single landing page.
Date Published November 10, 2015 - Last Updated April 19, 2019
It is essential to carefully plan the proof-of-concept phase to ensure an ITSM tool meets enterprise needs.
Date Published November 3, 2015 - Last Updated May 11, 2016
Explore best practices that your organization can use to effectively deliver exceptional customer service.
Date Published October 26, 2015 - Last Updated May 11, 2016
Technical support centers must demonstrate their value. They can add value with personalization, concierge services, walk-up, excellent self-service, and more.
Date Published October 20, 2015 - Last Updated May 11, 2016
Proper transition planning, allowing for the human side of change, can make the difference between success and failure.
Date Published September 8, 2015 - Last Updated May 11, 2016
What will be the continuing impact of technology on ITAM, and what additional changes should be anticipated in the next five years?
Date Published August 10, 2015 - Last Updated May 11, 2016
The service desk is at a crossroads. Specifically, a new approach to incident and problem management is needed, and Big Data is the place to start.
Date Published August 10, 2015 - Last Updated May 11, 2016
At today's speed of business, replacing a device is often more cost- and time-effective than repairing it. What has shaped this trend, and what effect is it having on technical support?
Date Published July 20, 2015 - Last Updated May 11, 2016