Date Published December 21, 2022 - Last Updated January 20, 2023
Each year, HDI publishes dozens of articles full of insights on IT service and support. At the end of the year, we compile a list of our most popular articles. You can see what was the most read articles of 2022 below:
1. Eight KPIs to Optimize Your IT Service and Support
By Jeff Rumburg
Here’s an overview of the most-important metrics for measuring success in this field. Take a look and see which to emphasize in your organization.
2. Bridging the Gap Between ITSM and ITOM
By April Miller
Too often, these two concepts don’t mesh together, but they should. Learn the basics and why both are valuable for your organization.
3. The Service Desk is Dead. Long Live the Service Desk
By Chris Chagnon
Too often, the service desk signals a physical and mental barrier between IT and the end user. Here’s why to change that.
4. 3 Steps Toward Developing a Strong IT Culture
By April Miller
The IT department’s value increases the more it can align with the organization’s values. Here are some suggestions for how to make sure IT feels valued and connected.
5. 5 Tips to Improve Your Service Catalog
By Phyllis Drucker
Too often, service catalog use erodes over time. Here is how to revitalize the catalog and ensure it is being used as the first step by end users who need help.
6. Reduce the Shame That Comes with Phishing Attacks
By Craig Idlebrook
It’s bad when an employee falls for a phishing email; it’s worse if they hide it. Here’s how to help your organizations’ employees feel like partners in cybersecurity.
7. Why XLAs Matter Now More Than Ever
By Doug Rabold
A look at how the Service Level Agreement alone falls short, and how a dynamic agreement that focuses on experience can augment your relationship with your client.
8. Documentation is Key to Efficiently Solving IT Crises
By Angie Handley
Minutes count when things go wrong, and that’s not the time to realize your IT crisis management documentation isn’t what it needs to be.
9. Self-Service Tips for Shift-Left Success
By Nancy Louisnord
A step-by-step process for how to make this self-service revolution more than just a theory. It starts with knowing your customers and your workforce.
10. I am a Neurodivergent Leader
By Doug Rabold
A leader in the IT service and support industry reveals that he identifies as autistic, and shares insights about what that means.