SOPs are not only a critical success factor in maintaining the quality of service level management, but also maintaining consistency between employees and departments.
Date Published October 13, 2016 - Last Updated August 15, 2018
In last week's #HDIchat, participants discussed the ways in which their organizations keep raising the bar for customer service.
Date Published October 11, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed their current ITSM/ticket management tools and plans for replacement.
Date Published October 4, 2016 - Last Updated December 15, 2016
What if you could cut 75% of the time, cost, and distraction from the problem-solving process? By taking the best of today's collaboration tools and the war room approach, you can!
Date Published September 28, 2016 - Last Updated December 15, 2016
Adopting a new framework or methodology requires study, planning, strategizing, and healthy doses of organizational change management for the support center.
Date Published September 26, 2016 - Last Updated December 15, 2016
Too often, information security is viewed as someone else’s job, and the goals of security (to protect) and customer service and support (to assist) are often at direct odds.
Date Published September 21, 2016 - Last Updated December 15, 2016
Problem management doesn’t have to be complicated, and there is no wrong way of doing it, as long as it functions well and provides for the outcomes expected.
Date Published September 14, 2016 - Last Updated December 1, 2017
In last week's #HDIchat, participants discussed the role of the service desk in information security.
Date Published September 13, 2016 - Last Updated December 15, 2016
Learn what John Deere did to engineer a lean service management structure and quality improvement roadmap designed to make the organization easier to do business with.
Date Published September 8, 2016 - Last Updated December 15, 2016
The bimodal IT model aims to be slow and careful with the critical and legacy infrastructure, but fast in delivering user and customer facing applications and services.
Date Published September 7, 2016 - Last Updated December 15, 2016