Technical support is not going away anytime soon…
Date Published December 28, 2017 - Last Updated December 20, 2017
Today’s service management tools make it easy to publish dashboards showing the current state of IT service and support. But the tendency is to overdo things a bit…
Date Published December 19, 2017 - Last Updated December 18, 2017
Who has made an impact on the technical support industry? Help us put together the list of HDI’s Top 25 Thought Leaders in Technical Support and Service Management.
Date Published December 7, 2017 - Last Updated December 12, 2017
If led, managed, and resourced properly, organizational change management has the power to increase adoption rates and improve utilization of new technology.
Date Published November 22, 2017 - Last Updated August 9, 2018
Did you know workspace analytics can help your support team save hours in productivity? Read to learn how easily you can optimize your service desk!
Date Published November 10, 2017 - Last Updated March 10, 2021
Jeff Rumburg continues his series on KPIs for service and support with a look at desktop support cost per ticket.
Date Published October 18, 2017 - Last Updated December 6, 2017
Value Stream Mapping can be an effective leadership, collaboration, and problem-solving technique, but only if you obey these tips and warning hazards.
Date Published October 4, 2017 - Last Updated December 6, 2017
Self-service options empower end users to resolve problems on their own and free up technical support teams to handle more complex issues.
Date Published September 25, 2017 - Last Updated December 6, 2017
Simone Moore was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Simone to be involved in the community.
Date Published September 19, 2017 - Last Updated December 6, 2017
With hurricanes ravaging Texas and Florida, and wildfires raging in the west, we wanted to share some insights into disaster recovery so that you can be as well prepared as possible if and when a disaster finds you.
Date Published September 14, 2017 - Last Updated March 23, 2020