This #HDIchat tackled the topic of creating a successful service portal. Phyllis Drucker joined the twitter chat as our guest expert.
Date Published August 15, 2017 - Last Updated December 6, 2017
Don’t let your service management reporting metrics end up in the trash. Know your audience and report the metrics that matter to them in a timely manner.
Date Published August 15, 2017 - Last Updated December 6, 2017
For some support organizations, the swarming model, with its emphasis on real-time handling of issues, can deliver faster and more effective response and resolution.
Date Published August 10, 2017 - Last Updated December 6, 2017
Troy DuMoulin was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Troy to be involved in the community.
Date Published August 1, 2017 - Last Updated December 6, 2017
There’s a term floating around the development world that the service desk can adopt. It’s called microservices.
Date Published July 27, 2017 - Last Updated December 6, 2017
It’s time to examine the tiered support model and determine where and when an alternative model such as swarming makes sense.
Date Published July 20, 2017 - Last Updated December 6, 2017
Brandon Caudle was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Brandon to be involved in the community.
Date Published July 18, 2017 - Last Updated December 6, 2017
Surveys are a great tool for letting you know where you stand with your customers. But remember that customer satisfaction begins with service delivery.
Date Published July 13, 2017 - Last Updated December 6, 2017
Stephen Mann was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Stephen to be involved in the community.
Date Published July 11, 2017 - Last Updated December 6, 2017
Is ITIL still relevant amidst the rise of other frameworks and methodologies?
Date Published July 10, 2017 - Last Updated December 6, 2017