Customer satisfaction surveys should be short and should ask about things that contribute to continual improvement in the quality of service and the customer experience.
Date Published August 4, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked you to share your greatest challenges.
Date Published August 2, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked participants how cloud adoption has changed support.
Date Published August 2, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed gamification and how it's being used in their organizations.
Date Published August 2, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked you to share the buzz from your organization: DevOps? ITIL? Enterprise service management? We also asked you to share your trusted sources for industry information.
Date Published August 2, 2016 - Last Updated December 15, 2016
The best leaders are those who know how to guide their followers, helping them understand what's in it for them.
Date Published July 29, 2016 - Last Updated December 15, 2016
If you are not measuring incidents and service requests separately, start doing it. It’s a big step on the road to better support and service management.
Date Published July 28, 2016 - Last Updated December 15, 2016
Backlog is important to both the service provider and its customers and supplies. A clear definition is essential to avoiding miscommunication.
Date Published July 22, 2016 - Last Updated December 15, 2016
Loss of trust can mean lost revenue. But with a few simple changes, you can reap all of the benefits that a high trust organization enjoys.
Date Published July 20, 2016 - Last Updated December 15, 2016
Last week's #HDIchat featured some truth-telling about project management, from single project focus to multiple simultaneous upgrades and changes.
Date Published July 19, 2016 - Last Updated December 15, 2016