Have you ever wondered why things are the way they are? Who defines the structure of an organization or, in this case, an entire industry? And just because it is that way now, who says that it needs to remain the same? Everything changes, and I think the time to change the way we structure our...
Tag(s): desktop support, people, workforce enablement
Date Published - Last Updated May 11, 2016

 
At some point or another, we’ve all fantasized about starting a business and, of course, being a great success. Is managing a service desk really all that different? I’m always telling my students and clients that they need to run support as a business within the business. This is one of the...
Tag(s): business of support, process, service strategy
Date Published - Last Updated February 25, 2016

 
Desktop support is about more than solving technical issues for clients; it is about helping people, face to face. It isn’t just a voice over the phone or a silent adjustment to a back-end application; it’s about connecting with customers and providing solutions, even if they are not...
Tag(s): people, desktop support, customer service
Date Published - Last Updated February 25, 2016

 
Today, outsourced service providers live in a world where customers call the shots. As a customer, you’ve come to expect more than a standard set of services. Instead of one model in one color, you want outsourced services that can be customized to your needs, uniquely branded and themed for...
Tag(s): practices and processes, outsourcing, process management, business of support, sourcing
Date Published - Last Updated February 25, 2016

 
For this issue, HDI invited influential members from across all segments of our community to provide a snapshot of key imperatives that will guide 2013 initiatives. This unique collection of essays offers a rare glimpse inside technical service and support organizations, spanning healthcare,...
Tag(s): business of support, desktop support, customer service, practices and processes, service management, trends, IT service management, outsourcing, byod
Date Published - Last Updated February 25, 2016

 
While BYOD and broader consumerization trends may be turning the corporate IT world upside down, such factors have long been a reality in the campus IT environment. But that doesn’t mean that university IT departments are immune to the changing expectations of today’s empowered device owners.
Tag(s): case study, byod, desktop support, service desk, security management
Date Published - Last Updated February 25, 2016

 
Whenever there’s a one-to-one relationship between release and change management (i.e., one release for each change), it makes sense to combine the change and release workflows. As a combined process, change and release are easier to manage, and there’s less chance of slippage between the two...
Tag(s): change management, ITIL, release management
Date Published - Last Updated February 25, 2016

 
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