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
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. How does your organization measure up?
Date Published July 19, 2016 - Last Updated December 15, 2016
KCS is a methodology that incorporates knowledge as a key component for service delivery and includes specific elements to follow for success.
Date Published July 17, 2016 - Last Updated December 15, 2016
IT organizations spend considerable time, money, and energy on incident management, but what you should be investing your resources in is what customers want: incident resolution.
Date Published July 15, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked you to share your organization's position on analyst independence: Are your analysts required to use scripts? Do you measure adherence to scripts or guidelines? Do you monitor quality? How have these practices made a difference in your organization?
Date Published July 5, 2016 - Last Updated December 15, 2016
Follow the journey of one company that transformed their localized help desk into an outsourced global service desk that provides 24x7 support.
Date Published July 3, 2016 - Last Updated December 15, 2016
Employee satisfaction and customer satisfaction go hand in hand; raising employee satisfaction winds up raising both. Raising salaries alone won’t do that; it takes more of a focus on learning and opportunities to improve relationships within teams and with management. Interpersonal and...
Date Published July 1, 2016 - Last Updated October 22, 2019
In our very first #HDIchat, we asked you to share your organization's training practices: What training does your organization provide? What is your organization's top training focus? How have your organization's training efforts made a difference?
Date Published June 28, 2016 - Last Updated December 15, 2016
As you continue delivering and maturing your service offering, having senior management’s respect, confidence, and support should be priority one!
Date Published June 27, 2016 - Last Updated July 19, 2018