Infographic: What If Navigating IT Support Was as Easy as Using GPS?

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

Infographic: The Future Is Bots: Automation and AI in the Workplace

Almost all organizations and IT departments have started automating at least some processes in their business. The long-term trend will bring with it huge potential and efficiencies for support organizations. So, how will it potentially impact your business?
Date Published January 20, 2017 - Last Updated March 10, 2021

Infographic: Tools Used to Provide Technical Support

Support organizations have come a long way with the tools used for providing end-user support, but the trends for support's technology use and implementation are constantly changing. So, where are we now?
Date Published January 21, 2016 - Last Updated March 10, 2021

Infographic: Be the IT Hero: Shining Light on Shadow IT

From students to executives, finding solutions to improve efficiency, productivity, and communication has become vital. These end users are trying to excel in their work, and while they don’t mean to cause harm, in most organizations this desire leads to the use of applications, services, and...
Date Published May 26, 2015 - Last Updated March 10, 2021

Infographic: A Look at Combining Frameworks and Methodologies in Technical Support

The current world of IT is complex, and the best set of processes for your organization might be a combination of frameworks and methodologies rather than just one. This infographic illustrates data on how organizations of all sizes and across industries are using a comination of frameworks and...
Date Published March 13, 2015 - Last Updated March 10, 2021

Infographic: Every Business Is a Mobile Business

New mobile trends present serious opportunities for businesses and IT departments—and serious risks for those that turn a blind eye to the evolving mobility landscape.
Date Published February 20, 2015 - Last Updated March 10, 2021

Infographic: 5 Ways to Impress Your Technical Support Customers

This infographic shares five ways to impress your customers in technical support. From knowing which inbound contact channels are most utilized to staying on top of how customers feel about the support they receive, this graphic is chock full of statistics about the industry based on HDI's research.
Date Published December 12, 2014 - Last Updated March 10, 2021

Infographic: Desktop Support Technician in a Nutshell

It can be a challenge to find professionals that have the right mix of technical and customer service skills to be successful as desktop support technicians (DSTs). Learn about the requirements and expectations for DSTs so you can better address the hiring challenge from both the recruiting and...
Date Published October 15, 2014 - Last Updated March 10, 2021

Infographic: Service Management, Not Just for IT Anymore

The expansion of the principles of IT service management (ITSM) to areas outside of IT has been a topic of conversation in the hallways and gathering places at conferences and meetings for several years. In order to learn how service support practices have adapted and been adapted as a result of...
Date Published October 15, 2014 - Last Updated March 10, 2021

Infographic: Mobility Continues to Disrupt Support

Leaders in the technical support industry continue to be preoccupied with managing support for the mobile workforce. With 86% of support organizations feeling pressured to prove their value to the business, taking full advantage of supporting mobility is more important than ever.
Date Published April 24, 2014 - Last Updated March 10, 2021