Too often, Change Management is treated as a standalone process, disconnected from the work of the service desk. This article explores how integrating Incident and Change Management can improve communication, reduce silos, and support more effective, customer-centered change.
Date Published April 30, 2025 - Last Updated April 30, 2025
Are your 2025 goals gaining momentum or gathering dust? In this Q2 check-in, Susan Smith shares how ITIL principles, honest reflection, and practical action can help teams pivot now to achieve year-end success.
Date Published April 29, 2025 - Last Updated April 29, 2025
Learn how to design a Change Enablement process that people actually want to use. Boost adoption, reduce friction, and support success instead of just compliance.
Date Published April 28, 2025 - Last Updated April 28, 2025
Many IT organizations adopt a “shift left” strategy to reduce costs and empower consumers — but often overlook the human experience. This article explores how Human-Centered Design can restore empathy and effectiveness to self-service efforts, ensuring consumers feel supported, not sidelined.
Date Published April 21, 2025 - Last Updated April 21, 2025
Discover Michelle Major-Goldsmith’s insights on service management, mentorship, and the future of SIAM. Learn how resilience, leadership, and evolving trends are shaping ITSM.
Date Published March 28, 2025 - Last Updated March 28, 2025
Learn how to effectively navigate digital transformation with your employees by addressing emotional and logical needs. Discover strategies to motivate teams and build a positive change culture.
Date Published March 17, 2025 - Last Updated March 17, 2025
Networking, knowledge sharing, and career advancement: Explore the power of HDI Local Chapters. Four members reveal how this community has helped them grow professionally and personally. Find your chapter!
Date Published February 13, 2025 - Last Updated February 13, 2025
Discover why humanizing the service desk is essential for building trust, enhancing consumer experiences, and empowering both agents and customers to create meaningful connections
Date Published February 3, 2025 - Last Updated February 4, 2025
From upgrading your self-service portal to investing in technology onboarding and peer collaboration, discover actionable goals to enhance your support infrastructure and meet evolving customer needs.
Date Published January 21, 2025 - Last Updated January 22, 2025
Discover how generative AI and robotics are transforming enterprise support by automating tasks, enhancing efficiency, and improving employee experiences. Learn practical tips to integrate AI for IT, HR, finance, and beyond.
Date Published January 2, 2025 - Last Updated January 7, 2025