HDI members weigh in on what qualifies as First Call Resolution in this discussion thread from HDIConnect.
Date Published June 12, 2018 - Last Updated December 13, 2018
Enterprise services such as HR, payroll, and facilities have an opportunity to build upon the proven best practices of IT service management.
Date Published June 7, 2018 - Last Updated December 13, 2018
Leverage techniques borrowed from tactical military operations to reduce knowledge hoarding and increase knowledge sharing.
Date Published June 6, 2018 - Last Updated December 13, 2018
Support center analysts and technicians can be tempted to mark tickets resolved without waiting for the customer to acknowledge that their issue has, in fact, been resolved.
Date Published June 5, 2018 - Last Updated December 13, 2018
Develop a strategy for enterprise-level knowledge management and change the corporate culture to support it.
Date Published May 31, 2018 - Last Updated December 13, 2018
Enterprise Service Management done right can lead to increased productivity and customer satisfaction, not to mention better business outcomes.
Date Published May 30, 2018 - Last Updated December 13, 2018
Follow these steps to map the incident management process and drive real organizational change that sticks.
Date Published May 24, 2018 - Last Updated December 13, 2018
Ryan Ogilvie share tips for overcoming obstacles to implementing a successful knowledge management program.
Date Published May 23, 2018 - Last Updated December 13, 2018
Service management and support professionals love solving problems, finding causes, fixing things, sharing knowledge, and helping others succeed.
Date Published May 22, 2018 - Last Updated March 23, 2020
In 2018, HDI assembled a panel of industry experts and practitioners to create content to help technical support and service management professionals excel in their jobs and advance their careers.
Date Published May 17, 2018 - Last Updated December 13, 2018