Nominations are open for HDI's 2025 Top Thought Leaders program, offering recognition, networking, and professional development for IT service management leaders.
Tag(s): supportworld, best practice, culture
Date Published October 30, 2024 - Last Updated January 7, 2025
Discover how one IT leader transformed a struggling service desk culture. Learn about the importance of prioritizing internal customers, setting a strong example, and fostering a culture of service excellence.
Tag(s): supportworld, service desk, culture
Date Published October 30, 2024 - Last Updated January 7, 2025
Learn how aligning your IT team's culture with change initiatives can accelerate transformations and overcome the challenges of legacy behaviors with these five practical steps.
Tag(s): supportworld, change management, culture
Date Published October 29, 2024 - Last Updated January 7, 2025
Learn different approaches to calculating cost per call in help desk environments, from basic formulas to advanced cost-based accounting principles. Industry experts share insights on tracking split time, measuring true support costs, and using metrics effectively.
Tag(s): supportworld, cost per ticket, KPI
Date Published October 17, 2024 - Last Updated January 7, 2025
Share your expertise at SupportWorld Live! Submit a proposal to speak and inspire others, grow your network, and establish yourself as a thought leader in IT service and support.
Tag(s): supportworld, support models, best practice
Date Published October 16, 2024 - Last Updated January 7, 2025
Do you have Crossed Arms Syndrome? Learn how your body language hinders communication and improve your customer service skills by addressing nonverbal cues.
Tag(s): supportworld, customer satisfaction, communications skills, customer experience, customer service
Date Published October 10, 2024 - Last Updated October 10, 2024
Are you ready to witness the future of IT service management? If so, you don’t want to miss this session with Jeff Rumburg, managing partner at MetricNet, LLC during HDI's Service Management World, Nov. 17-21 in Orlando.
Tag(s): supportworld, support models, artificial intelligence
Date Published October 8, 2024 - Last Updated January 7, 2025
Master cross-departmental collaboration with Enterprise Service Management (ESM). Learn how to break down silos, align teams, and improve efficiency. Discover the benefits of collaboration, best practices, and essential tools.
Tag(s): supportworld, collaboration
Date Published October 7, 2024 - Last Updated January 7, 2025
Discover how a service desk overhaul can identify inefficiencies and drive productivity improvements with practical solutions for incident handling, automation, and reporting.
Tag(s): supportworld, service desk, service desk technology
Date Published October 3, 2024 - Last Updated January 7, 2025
Don't confuse VIP people with VIP issues. Prioritize service requests based on business impact, not individual status. Learn how to build a service desk culture that values both.
Tag(s): supportworld, SLA, culture
Date Published September 25, 2024 - Last Updated January 7, 2025