Faced with a 40% turnover on the service desk, this manager tried a different approach to interviewing analyst and technician candidates, with great success.
Tag(s): supportworld, workforce enablement, workforce enablement, desktop support, support center
Date Published June 6, 2019 - Last Updated December 17, 2019
Metrics help us understand our performance and ultimately drive our improvements and service levels. But metrics for the sake of metrics are useless.
Tag(s): supportworld, metrics and measurements, business value
Date Published May 15, 2019 - Last Updated December 17, 2019
Explaining WHY something is important in your knowledge base makes the information relevant and increases the value it brings to the business you serve.
Tag(s): supportworld, service management, knowledge management, business value
Date Published April 10, 2019 - Last Updated December 17, 2019
IT organizations that struggle to describe how they deliver value describe value in terms of technology or activities or cost rather than in terms of business value.
Tag(s): supportworld, business value, service management
Date Published March 6, 2019 - Last Updated December 17, 2019
How do you manage the changes being implemented by your cloud hosting vendor that could adversely affect your services and your customers?
Tag(s): supportworld, ITIL, ITSM, service management, cloud, change management
Date Published February 27, 2019 - Last Updated December 17, 2019
HDI has assembled a panel of industry experts and practitioners to share tips, tricks, and insights to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, customer experience, desktop support, metrics and measurements, service management, support center, technology
Date Published February 11, 2019 - Last Updated December 17, 2019
HDI’s Top 25 Thought Leaders were challenged to share a must-read article or blog. Here’s what they had to say.
Tag(s): supportworld, workforce enablement, technology, support center, service management, customer experience, desktop support, metrics and measurements
Date Published February 8, 2019 - Last Updated December 17, 2019
Learn how one service desk used a cyber literacy campaign to drive down the number of compromised accounts in their organization.
Tag(s): supportworld, security management, desktop support, support center
Date Published February 6, 2019 - Last Updated December 17, 2019
With flat or decreasing budgets the reality for most service desks, you can use metrics to help you prioritize work based on the needs of your organization.
Tag(s): supportworld, metrics and measurements, service desk, business of support, business value
Date Published February 5, 2019 - Last Updated December 17, 2019
Being able to effectively ramp up your new team members will not only contribute to your bottom line but will also create a more engaging workplace.
Tag(s): supportworld, workforce enablement, workforce enablement, training, technical support
Date Published February 1, 2019 - Last Updated December 17, 2019