Last week's #HDIchat featured some truth-telling about reporting and explored getting what you ask for in your RFP for a ticketing or ITSM tool. HDI’s own data analyst extraordinaire, Jenny Rains, shared some cool tips and a caution: We all know what KTLO means...or do we? One attendee’s organization has one FTE dedicating almost half his/her time to getting reports to run. Another can’t use out-of-the-box reporting because the tool was heavily customized. How does your organization measure up?
Read the recap, and then keep the conversation going on HDIConnect!
Join us again this Friday, July 22, for our next #HDIchat (topic: your biggest project)!
Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. Roy is a member of the HDI International Certification Standards Committee and a former facilitator of the HDI Desktop Support Advisory Board, as well as cohost of the very popular #custserv (customer service) chat on Twitter. Roy's a certified HDI Support Center Manager, and he studied advanced management strategy at Tulane University’s Freeman Graduate School of Business. Find him on Twitter @HDI_Analyst.