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The terms metrics and measures are often used interchangeably, and while they are related,...
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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...
Tag(s): supportworld, incident management, webinars
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Managing languages is a significant challenge for most service desks. To arm leaders with data and insight, join HDI and Lionbridge as they unveil the...
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Incident management is one of the primary processes of a support center. In order to...
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The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings. Attend this webinar to learn how the 2016...
Tag(s): community, membership, service management, continual service improvement, webinars, 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,...
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Automation and artificial intelligence (AI) are on everyone's minds, but they don't completely understand the...
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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...
Tag(s): community, membership, service management, continual service improvement, webinars, supportworld
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More and more organizations are using the shift-left approach to support, bringing more complex work down...
Tag(s): webinars, remote support tools, self-service, service desk, support center, support channels, desktop support, supportworld
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As our industry transforms and matures, last century standards for cross-team communication...
Tag(s): supportworld, incident management, webinars