IT organizations that struggle to describe how they deliver value describe value in terms of technology or activities or cost rather than in terms of business value.
Tag(s): supportworld, business value, service management
Date Published March 6, 2019 - Last Updated December 17, 2019
How do you manage the changes being implemented by your cloud hosting vendor that could adversely affect your services and your customers?
Tag(s): supportworld, ITIL, ITSM, service management, cloud, change management
Date Published February 27, 2019 - Last Updated December 17, 2019
HDI community members want to know whether to classify service performance issues as incidents or requests. Paul Dooley has the answer.
Tag(s): supportworld, service desk, service management, incident management, performance management
Date Published February 19, 2019 - Last Updated December 17, 2019
Stephen Mann discusses why implementing new technologies is difficult, what to look for in tools capable of Enterprise Service Management, and much more.
Tag(s): supportworld, podcast, service management, ITSM, technology
Date Published February 12, 2019 - Last Updated December 17, 2019
HDI has assembled a panel of industry experts and practitioners to share tips, tricks, and insights to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, customer experience, desktop support, metrics and measurements, service management, support center, technology
Date Published February 11, 2019 - Last Updated December 17, 2019
HDI’s Top 25 Thought Leaders were challenged to share a must-read article or blog. Here’s what they had to say.
Tag(s): supportworld, workforce enablement, technology, support center, service management, customer experience, desktop support, metrics and measurements
Date Published February 8, 2019 - Last Updated December 17, 2019
Learn how one service desk used a cyber literacy campaign to drive down the number of compromised accounts in their organization.
Tag(s): supportworld, security management, desktop support, support center
Date Published February 6, 2019 - Last Updated December 17, 2019
Roy Atkinson and Pete McGarahan discuss the shift-left strategy, knowledge management, data management, communicating value, and much more.
Tag(s): supportworld, service management, ITSM, knowledge management, automation, metrics and measurements
Date Published January 30, 2019 - Last Updated December 17, 2019
These thought leaders are practitioners and consultants in technical support and service management who share insights with the community.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, support center, service management, customer experience, desktop support
Date Published January 25, 2019 - Last Updated December 17, 2019
Roy Atkinson interviews Fancy Mills to discuss the value of training to both the individual and the organization, new ventures for HDI, and more.
Tag(s): supportworld, support center, service management, training, workforce enablement, community, podcast
Date Published January 23, 2019 - Last Updated December 17, 2019