Change is the only constant, especially if you’re in the world of technical support. Teams move and change, processes need to be changed, and technology and tools change. This week’s discussion involved all of the above, up to and including one team’s location and scope of support. Problem management initiatives, knowledge management initiatives, and changes in metrics happened in the last year, too. Read the discussions and friendly exchanges in the weekly recap.
Read the recap, and continue the conversation on HDIConnect!
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Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. In addition to being a member of the HDI International Certification Standards Committee and the HDI Desktop Support Advisory Board, Roy is a popular speaker at HDI conferences and is well known to HDI local chapter audiences. His background is in both service desk and desktop support as well as small-business consulting. Roy is highly rated on social media, especially on the topics of IT service management and customer service. He is a cohost of the very popular #custserv (customer service) chat on Twitter, which celebrated its fifth anniversary on December 9, 2014. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @HDI_Analyst and @RoyAtkinson.