Why IT Service Management (Still) Matters

ITSM exists in every organization that leverages technology in achieving business results. But good ITSM has to be more than just answering the phone or making a change.
Date Published January 4, 2019 - Last Updated December 17, 2019

The State of Technical Support in 2019

Contrary to reports that tech support is diminishing with advances in artificial intelligence and automation, the support industry is holding steady.
Date Published January 3, 2019 - Last Updated December 17, 2019

What Works in Professional Development: The ROI of Training, Part 3

Create learning objectives and baseline performance and then calculate your ROI to show how training benefits the business.
Date Published December 19, 2018 - Last Updated December 19, 2018

The State of Technical Support in a Digitally Transformed World

The role of the service and support manager is to monitor and optimize the use of people, process, and tools to perform services that deliver value.
Date Published December 18, 2018 - Last Updated February 13, 2019

FAQ: What Are Best Practices for Service Desk Collaboration and Consolidation?

HDI community members share ideas for collaborating between and consolidating service desks.
Date Published December 12, 2018 - Last Updated December 13, 2018

Stop Asking When AI and Automation Are Coming—They Are Here

We don’t really know what the next few years will bring in technological advances and disruption from AI and automation. But we need to be prepared for change.
Date Published December 4, 2018 - Last Updated December 13, 2018

Pick the Top 25 Thought Leaders in Technical Support and Service Management for 2018

Help us identify the people who are shaping the future of technical support and service management. Choose the Top 25 Thought Leaders for 2018.
Date Published November 30, 2018 - Last Updated December 13, 2018

How Artificial Intelligence and Automations Drive Smarter Service Delivery

You can create efficiencies in your service desk and increase employee productivity with smart technologies like AI, machine learning, and automations.
Date Published November 29, 2018 - Last Updated December 13, 2018

Modernize Change Management

Automating code release along with early communication and planning help lower risk and reduce bureaucracy for change management.
Date Published November 20, 2018 - Last Updated December 13, 2018

The State of YOU in Technical Support

Now is a good time to reflect and consider what changes you need to make to become the leader you want to be.
Date Published November 13, 2018 - Last Updated December 13, 2018