In order to improve, tech support organizations need to decide what to invest in, and when. There are the big implementations, like ITSM tools, and there are smaller ones, such as going live features you already own but haven’t been using. For example, recent HDI research tells us that nearly 21 percent of organizations have ITSM tools with mobile capability, but aren’t enabling that feature.
Knowledge management also requires investment if it is to work well. A former HDI Faculty member (now a Gartner Analyst) reminded us not forget about telephone-based technology. And yes, there is artificial intelligence coming!
Read on to find out what our chat attendees had to say.
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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.