In last week's #HDIchat, participants discussed the role of the service desk in information security.
Date Published September 13, 2016 - Last Updated December 15, 2016
The bimodal IT model aims to be slow and careful with the critical and legacy infrastructure, but fast in delivering user and customer facing applications and services.
Date Published September 7, 2016 - Last Updated December 15, 2016
As tech support embraces a shift-left strategy, self-service can play an important role, reducing the volume of simple, repetitive contacts and reducing costs.
Date Published August 31, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants shared the events they attend for professional development and why they attend those events in particular.
Date Published August 30, 2016 - Last Updated December 15, 2016
Confrontation has gotten a bad rap. Not only is confrontation a good thing, it's one of the most important skills any leader needs.
Date Published August 29, 2016 - Last Updated December 15, 2016
In the quest to lower costs, it common to talk about deflecting phone calls to less expensive tech support channels such as self-service, chat, web forms, and email.
Date Published August 25, 2016 - Last Updated December 15, 2016
The infamous automated answering systems, known as Interactive Voice Response systems, used in all contact centers today are a source of frustration for callers.
Date Published August 24, 2016 - Last Updated February 1, 2017
By fine-tuning internal communication, external communication is sharpened, customers are happier and better informed, and, in turn, the business does better. Here are four steps for putting your internal communication strategy on the right track.
Date Published August 19, 2016 - Last Updated December 15, 2016
While many ITSM or ticketing tools do track elapsed time since the ticket was opened, they are not intended to track analyst or technician travel time.
Date Published August 18, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked participants how cloud adoption has changed support.
Date Published August 2, 2016 - Last Updated December 15, 2016