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The Latest from SupportWorld
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What’s going on? How long will this last? What should we be doing about it? If you’ve ever had a major incident impact users throughout your organization,...
Date Published - Last Updated July 20, 2017
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Many change programs start on the heels of one-too-many disastrous change-related failures. Your CIO wants IT change management, and tag, you’re it!
If you’re new to...
Date Published - Last Updated April 4, 2017
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As our industry transforms and matures, last century standards for cross-team communication...
Date Published - Last Updated October 13, 2017
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More and more organizations are using the shift-left approach to support, bringing more complex work down...
Date Published - Last Updated February 21, 2017
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According to HDI research, the volume of incidents is on the rise in most organizations. While new systems and devices are intended to assist an increasing...
Date Published - Last Updated August 8, 2017
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The terms metrics and measures are often used interchangeably, and while they are related,...
Date Published - Last Updated June 15, 2017
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Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich...
Date Published - Last Updated November 28, 2016
In last week's #HDIchat, we discussed support channels: Which ones are working? Which ones aren't? Which channels have you added recently? Which channels are you considering adding in the future?
Date Published - Last Updated December 15, 2016
The vast majority of customer care involves limiting the interruptions that send customers to your service desk in the first place. Proactive IT enables the organization to avoid detours, prevent incidents, and address or fix problems before they impact the customer.
Date Published - Last Updated February 26, 2016
if you want everyone in the boat rowing at the same speed, you must get the first oar in the water, then the next, and so on until everyone is contributing to the boat’s forward momentum. This is the essence of collective responsibility. Simulations can provide you with the game film, practice,...
Date Published - Last Updated February 26, 2016