Tag(s): support industry, service desk, best practice, business of support, trends, support models, support channels, support center, maturity models, industry, industry report, future of support, business value
Date Published - Last Updated March 10, 2021
In the interest of strengthening alignment with overall business objectives, technical service and support organizations are streamlining their support models by blending the service desk and desktop support, enhancing remote and mobile support, bolstering...
Tag(s): technical support, ITSM, service management, technology, service support, service strategy
Date Published - Last Updated October 31, 2014
A comprehensive list of technology information and tools.
Tag(s): technology, social media, byod, chat, help desk software, automation, agile, cloud, cloud computing, collaboration, communications technology, devops, remote support tools, internet of things, social networking tools, social IT, software as a service - SaaS, virtual desktop infrastructure - VDI, virtual support tools, hdi buyers guide
Date Published - Last Updated January 25, 2024
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Configuration management is about...
Tag(s): supportworld, webinars, asset management, configuration management
Date Published - Last Updated July 21, 2016
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In research conducted by HDI and Robert Half Technology on the technical support center of the future, industry professionals said they...
Tag(s): webinars, customer-service-week, customer service, technical support
Date Published - Last Updated September 20, 2016
A comprehensive list of Customer Experience information and tools.
Tag(s): customer experience, customer satisfaction, customer-satisfaction-measurement, customer service, business value, crowdsourcing, culture, customer-service-week, customer survey tools, incentives, marketing, outside-in, relationship, self-service, self-service tools
Date Published - Last Updated March 10, 2021
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More and more organizations are using the shift-left approach to support, bringing more complex work down...
Tag(s): webinars, remote support tools, self-service, service desk, support center, support channels, desktop support, supportworld
Date Published - Last Updated February 21, 2017
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In this webinar, HDI’s senior writer/analyst, Roy Atkinson, will showcase new data from the 2016 Desktop Support Practices & Salary Survey. This data, previously...
Tag(s): webinars, supportworld, desktop support, research, benchmarking
Date Published - Last Updated October 25, 2016
Does “desktop support” have a future? The HDI Desktop Support Advisory Board thinks it does, and this white paper is a road map that will help organizations navigate the changes ahead.
Tag(s): desktop support, white paper, business of support, technology
Date Published - Last Updated April 30, 2015
Desktop support is often called "the face of IT," and like any other business unit, desktop support needs to be as efficient and as effective as possible. Analyzing and improving the processes behind desktop support can help your organization optimize your results and increase customer...
Tag(s): desktop support, webinars, process-improvement, process
Date Published - Last Updated December 9, 2015