Organizations are increasingly caught between competing goals: They must meet compliance and cybersecurity requirements and produce stable technology environments while simultaneously allowing for high-velocity changes. How can these competing goals be managed?
In the...
Date Published June 3, 2019 - Last Updated September 24, 2021
Is enterprise service management (ESM) merely a hype term, or are organizations actually doing it? What are the business drivers for expanding service management out of IT and across the organization? Which lines of business are adopting service management? What advantages does...
Date Published June 3, 2019 - Last Updated September 24, 2021
For years, service desks and support centers have been optimizing the way they work. By doing so, they’ve been able to keep up with increasing demand for services, but not able to leap ahead. Now there is the promise of emerging, enhanced technologies to assist users and...
Date Published June 3, 2019 - Last Updated September 24, 2021
HDI conducts extensive research throughout the year. In this webinar, we will review our 2019 research to date, examine what it means for the industry, and suggest areas that leaders should be paying attention to, including possible courses of action. We will review the latest...
Date Published June 3, 2019 - Last Updated September 24, 2021
The most successful teams embrace healthy conflict around ideas.
Date Published May 30, 2019 - Last Updated December 17, 2019
This month, Jeff Rumburg looks at two commonly tracked service desk metrics for agent training: new agent training hours and annual agent training hours.
Date Published May 29, 2019 - Last Updated December 17, 2019
Feedback is important to personal growth and development. But sometimes you need to ask for it.
Date Published May 23, 2019 - Last Updated December 17, 2019
Roy Atkinson interviewed Donna Knapp about DevOps, ITSM, ITIL, organizational change, and more.
Date Published May 22, 2019 - Last Updated December 17, 2019
Apply these strategies to simplify triage and take charge of incident response.
Date Published May 21, 2019 - Last Updated December 17, 2019
Before you make major changes to your environment, be sure you have good service management practices and principles in place to avoid poor customer satisfaction.
Date Published May 16, 2019 - Last Updated December 17, 2019