The HDI team would like to honor the memory of our Service Management World 2018 keynote speaker, Tom Kadlec, who passed away on October 24, 2018.
Date Published November 1, 2018 - Last Updated December 13, 2018
Ensure that your training goals are aligned with overall business goals and establish measurements for gauging effectiveness of that training.
Date Published October 31, 2018 - Last Updated December 13, 2018
Everyone in the organization should be involved in preventing cyberattacks, including service desk staff.
Date Published October 30, 2018 - Last Updated December 13, 2018
Learn how to integrate troubleshooting and knowledge into your self-service portal to transform your customers’ experience with incident management.
Date Published October 25, 2018 - Last Updated December 13, 2018
Learn how PowerSchool’s service desk developed a service catalog, standardized processes, and established SLAs to deliver quality service and restore their reputation.
Date Published October 24, 2018 - Last Updated December 13, 2018
Roy Atkinson and Jim Bolton discuss how problem management can help businesses and organizations find causes for and permanently fix what’s going wrong in the IT realm.
Date Published October 23, 2018 - Last Updated September 30, 2020
Responsive design, self-help, and AI are three technologies you can implement to achieve a people-centric self-service environment that customers want to use.
Date Published October 18, 2018 - Last Updated December 13, 2018
Implementing a new ticketing system involves not just changing a system, but also the people and processes connected to that system.
Date Published October 17, 2018 - Last Updated December 13, 2018
To optimize the customer experience and achieve greater customer satisfaction, we must recognize and address the work-style preferences of modern knowledge workers.
Date Published October 16, 2018 - Last Updated December 13, 2018
For this Metric of the Month, Jeff Rumburg looks at a staffing metric, ratio of agents to total headcount.
Date Published October 11, 2018 - Last Updated December 13, 2018