According to a MetricNet study, 84 percent of end users base their entire perception of IT on the day-to-day interactions they have with technical support. A related finding in recent HDI research on inbound contact channels shows that the channel with the highest customer satisfaction—by far—is...
Tag(s): case study, customer experience, customer service, desktop support, governance, support center
Date Published - Last Updated February 25, 2016
For UBM Tech, HDI’s parent company and a global live media and B2B communications, marketing services, and data provider, innovation is one of the four underlying corporate values leading the company down the path to be the best—and biggest—event business in the world. UBM Tech’s David Michael...
Tag(s): business value, leadership, support center
Date Published - Last Updated February 25, 2016
L.L.Bean, a leading clothing and outdoor recreation equipment retailer, was built on a legacy of high-quality products and impeccable customer service. Founded in 1912, today the company generates about $1.5 billion in sales worldwide, thanks to the efforts of 5,000 year-round employees. After...
Tag(s): business of support, infrastructure change management, IT-business alignment, support operations, case study
Date Published - Last Updated February 25, 2016
In order to run IT like a business, a technical service and support organization needs to have a clear picture of the services it provides and how these services create value for its customers. Many organizations find it difficult to define services from the customer’s perspective because...
Tag(s): business value, business alignment
Date Published - Last Updated February 25, 2016
Supporting big, fat desktops has been a challenge since these devices first emerged more than three decades ago. In many cases, enterprises spend a lot of time checking the devices, patching operating systems, downloading application updates, blocking malware, and securing corporate information....
Tag(s): desktop support, VDI, virtual desktop infrastructure - VDI
Date Published - Last Updated February 25, 2016
Contractors can provide value in projects—by adding a skill not present on the team, by providing basic labor for less-valuable tasks, or by “backfilling” the desktop support team’s day-to-day tasks to free team members up for project work—but they aren’t suitable for all projects.
Tag(s): workforce enablement, staffing, desktop support
Date Published - Last Updated February 25, 2016
In the business world, we’re often required to decide between products or services we don’t know much about; this is especially true when it comes to new, cutting-edge technology and trends. We’re much more susceptible to hype when we’re in unfamiliar territory and have no prior experience. This...
Tag(s): business value, research
Date Published - Last Updated February 25, 2016
Today’s technical service and support organizations are constantly challenged to do more with less while remaining cost-efficient, maintaining service level agreements, and dealing with an ever-changing business and technological landscape. These changes create disruption and frustration for...
Tag(s): knowledge management, knowledge-management-systems, KM, Knowledge Management Systems, collaboration
Date Published - Last Updated February 25, 2016
Major incidents resulting from change is one of the most effective metrics in your collection because it shows the service level impact of the changes being executed. It isn’t a measure of system failures; it’s a measure of departmental failures. It holds teams accountable for the impact they...
Tag(s): change management, metrics and measurements
Date Published - Last Updated February 25, 2016
Supporting Office 365 is no easy task, especially in a university setting with a diverse audience of end users. But the University of New Mexico Information Technologies (UNM IT) is doing just that—and achieving exceptionally high first contact resolution rates, as well as huge growth in the use...
Tag(s): case study, desktop support, first call resolution, infrastructure change management, knowledge management, KM, release management, service desk
Date Published - Last Updated February 25, 2016