Service management and support professionals love solving problems, finding causes, fixing things, sharing knowledge, and helping others succeed.
Date Published May 22, 2018 - Last Updated March 23, 2020
In 2018, HDI assembled a panel of industry experts and practitioners to create content to help technical support and service management professionals excel in their jobs and advance their careers.
Date Published May 17, 2018 - Last Updated December 13, 2018
The first step to calculate the ROI of training includes developing your training goals, baselining current performance, and creating actionable learning objectives.
Date Published May 16, 2018 - Last Updated December 13, 2018
Data tells you what happened. Metadata adds value by providing information and context to help you understand why it happened.
Date Published May 15, 2018 - Last Updated December 13, 2018
There are multiple reasons to strive for 100% linking. You want your support staff to follow the same process 100% of the time, not 60–80% of the time.
Date Published May 9, 2018 - Last Updated December 13, 2018
To create a successful knowledge management program, support staff need to understand the purpose.
Date Published May 3, 2018 - Last Updated December 13, 2018
If you think of your career as a project, a strategic framework can help you look objectively at your career, identify targets and measures, and set your course.
Date Published May 2, 2018 - Last Updated December 13, 2018
Automated systems are only as good as the knowledge you provide to them.
Date Published May 1, 2018 - Last Updated December 13, 2018
Service and support organizations need to reduce transactional work that consumes time and resources and provide more opportunity for value-added activities.
Date Published April 20, 2018 - Last Updated December 13, 2018
Measuring innovation requires a different set of metrics than what you’ve likely been tracking.
Date Published April 19, 2018 - Last Updated December 13, 2018