Best of HDI in 2021 - #2: This is a foundational metric for the industry, and one every IT service manager should know inside out. It isn’t as simple as keeping down this metric; it is a delicate balance between holding down cost and providing the service level desired.
Tag(s): supportworld, service quality, service management, best practice, metrics and measurements
December 28, 2021

 
Best of HDI in 2021 - #4: Too often, organizations simply look at the bottom line as the end goal, but those utilizing ITIL 4 might want to dive deeper to come to agreement on the differing definitions of value. Here is a snapshot of that discussion.
Tag(s): supportworld, business of support, ITIL, ITSM
December 22, 2021

 
Best of HDI in 2021 - #6: As part of our series profiling HDI’s Strategic Advisory Board, we ask five questions of Stephen Paskel, a senior manager and site leader at AllState. He shares that to succeed in this industry, it’s important to be a good communicator, to want to serve others, and to...
Tag(s): supportworld, service quality, service management, best practice
December 20, 2021

 
Best of HDI in 2021 - #7: As organizations move towards enterprise service management, a coordinating body is critical to ensure that there is a singular vision, direction, and solution for an organization’s IT. If not, even the most well-intentioned organizations can create a new form of shadow IT.
Tag(s): supportworld, service quality, service management, best practice
December 16, 2021

 
Best of HDI in 2021 - #8: On the surface, it would seem the two concepts are diametrically opposed. However, as both have evolved and been integrated into the workplace, the distance between the two has closed. Here’s an argument for how to make both work for you.
Tag(s): supportworld, service quality, best practice, agile, ITIL
December 15, 2021

 
Best of HDI in 2021 - #9: Too often, staff from other departments have a negative view of IT. To change that, IT departments need to understand the needs of the rest of the workforce, listen to continuous feedback from their colleagues, and ensure that tech changes improve daily work conditions.
Tag(s): supportworld, service management, best practice, relationship
December 14, 2021

 
We’re counting down HDI’s most read articles of 2021. Here’s No. 10 - It’s one thing to launch a continuous process improvement program, but it’s another to sustain it. Here, an analyst looks at some on-the-ground processes to keep momentum up for improvement.
Tag(s): supportworld, continual service improvement, best practice, business alignment, IT service management
December 13, 2021

 
Managers must do more than be straight shooters and do hard work to gain their team’s trust. What’s also needed are small gestures of kindness that lets their teams know they care. Read more from a passage of “Trust Me - Restore Belief & Confidence in an Uncertain World.”
Tag(s): supportworld, culture, best practice, practices and processes
December 6, 2021

 
In part 2 of this series on continuous improvement through a shift-left focus, here is an overview of beginning steps for implementing new efficiency strategies. Also included is a suggestion for initial goals to measure success once those strategies are implemented.

Tag(s): supportworld, service quality, service management, best practice
December 6, 2021

 
A discussion of why owning end-to-end service delivery is critical to your career. In part 1 of 2 in this series, we discuss how to do a thoughtful analysis to determine the best path forward for implementing shift-left strategies within your IT department.
Tag(s): supportworld, service quality, service management, best practice
December 6, 2021