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.
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?
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.
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.
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.
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.
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.
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.
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.
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.
Date Published January 23, 2019 - Last Updated December 17, 2019