When support centers offer self-service, does it truly save money or merely shift the work to the customer?
Date Published March 7, 2017 - Last Updated December 6, 2017
If you don’t get all the stakeholders in the room to determine requirements, that ITSM tool you are buying may only serve to frustrate other groups within IT.
Date Published February 28, 2017 - Last Updated December 6, 2017
As technology changes and the work of desktop support shifts, the metrics we report might represent something different from before.
Date Published February 15, 2017 - Last Updated December 6, 2017
Demonstrating the value of IT for the business is more important than ever. Follow these 5 IT governance steps for value delivery.
Date Published February 14, 2017 - Last Updated December 6, 2017
Strategic planning requires focus. For some, that means getting away from the office, blocking time on their calendar, or maybe putting on red headphones.
Date Published February 6, 2017 - Last Updated December 6, 2017
For technical support centers, technology and automation can play a role in improving performance and controlling costs.
Date Published February 2, 2017 - Last Updated December 6, 2017
The support center has been called “the face of IT” because it is where customers and users of information technology interact with the IT department. But everything has changed.
Date Published February 1, 2017 - Last Updated December 6, 2017
These thought leaders are practitioners and consultants in the technical support and service management community and share insights on industry challenges and the future of the industry.
Date Published January 31, 2017 - Last Updated December 6, 2017
While information security is high on every IT executive’s list, that may not translate into good training and procedures at the service desk.
Date Published January 30, 2017 - Last Updated December 6, 2017
Since HDI started conducting research specific to desktop support, more than half the organizations responding have indicated an increase in tickets year over year.
Date Published January 25, 2017 - Last Updated December 6, 2017