Service management frameworks are guidelines that you can adapt to the needs of your organization.
Date Published December 20, 2017 - Last Updated December 15, 2017
After a major software outage, one IT organization developed a major incident management process. Learn how they improved response time, incident handling, and communication.
Date Published December 14, 2017 - Last Updated April 19, 2019
Who has made an impact on the technical support industry? Help us put together the list of HDI’s Top 25 Thought Leaders in Technical Support and Service Management.
Date Published December 7, 2017 - Last Updated December 12, 2017
Julie Mohr was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Julie to be involved in the community.
Date Published November 30, 2017 - Last Updated December 6, 2017
At recent speed-circuit discussion, attendees shared tips and strategies around self-service and paved the way for further conversations.
Date Published November 28, 2017 - Last Updated December 6, 2017
If led, managed, and resourced properly, organizational change management has the power to increase adoption rates and improve utilization of new technology.
Date Published November 22, 2017 - Last Updated August 9, 2018
Mauricio Corona was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Mauricio to be involved in the community.
Date Published November 14, 2017 - Last Updated December 6, 2017
The service management world is at a crossroads. The rate of change is accelerating, and we need to be thinking about our organizations as systems.
Date Published November 9, 2017 - Last Updated December 6, 2017
Effective process design is about engaging the business, understanding their objectives, and translating that knowledge into repeatable processes.
Date Published November 8, 2017 - Last Updated June 15, 2018
KCS is a set of practices for knowledge management that can improve the quality of services, reduce costs, and improve customer satisfaction.
Date Published November 7, 2017 - Last Updated August 22, 2018