Date Published September 13, 2024 - Last Updated September 17, 2024
Learn valuable lessons on standing up for your customers, designing user-friendly systems, and improving internal communication to foster a successful, growing team.
Date Published September 11, 2024 - Last Updated January 7, 2025
Learn how to transform your ITSM department from a cost center to a strategic powerhouse. Discover how to identify performance gaps, connect ITSM to business goals, and build a high-impact team.
Date Published September 9, 2024 - Last Updated January 7, 2025
Discover the benefits of shifting away from metric-driven feedback and how to implement a more positive approach. Join Calen Sifferman's session at HDI's Service Management World to gain valuable insights and practical strategies.
Date Published September 3, 2024 - Last Updated January 7, 2025
This article discusses the importance of setting realistic expectations for Generative AI in IT support, drawing parallels to past AI developments and emphasizing the enduring value of human connection in service delivery.
Date Published September 3, 2024 - Last Updated January 7, 2025
Learn about essential leadership activities and principles and discover how to measure and improve leadership style for organizational success.
Date Published August 29, 2024 - Last Updated January 7, 2025
Artificial intelligence (AI) is revolutionizing the contact center and IT service desk sectors, yet many organizations are just beginning to navigate this transformative journey. While AI promises enhanced workforce efficiency and improved customer value, achieving full integration and maturity...
Date Published August 26, 2024 - Last Updated January 7, 2025
Generative AI: Psychotherapy, Shia LaBeouf, Disney Princesses & A Leaders Guide to Hope (PART II)
Rocky McGuire
In part one of this series, we discussed what leaders are facing when it comes to Generative AI. Looking at the IT support landscape related to Generative AI — there are two...
Date Published August 26, 2024 - Last Updated January 7, 2025
Discover best practices for standardizing, automating, and enabling your change management practices to meet modern business demands.
Date Published August 26, 2024 - Last Updated January 7, 2025
Meet Tony North, a featured speaker at HDI's Service Management World! Tony's session, "Agile Framework with Lean Methodologies," offers valuable strategies for IT and service management professionals.
Date Published August 26, 2024 - Last Updated January 7, 2025