We focused on streamlining processes to eliminate duplication of effort and improve efficiency.
Date Published - Last Updated June 2, 2016
One of the most important things we’ve learned so far is that ITSM isn’t just about the process and the tools; it’s also about engaging and delighting customers.
Date Published - Last Updated June 2, 2016
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The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings. Attend this webinar to learn how the 2016...
Date Published - Last Updated January 24, 2017
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The HDI Knowledge-Centered Support Award recognizes an organization that has successfully implemented or improved upon a Knowledge-Centered Support...
Date Published - Last Updated January 17, 2017
With the evolution of ITSM into ESM—enterprise service management—coupled with the increased adoption of cloud-based service management solutions, technical support leaders are planning ahead, doing their research, and gathering the facts they need to build a business case for their next toolset.
Date Published - Last Updated September 30, 2015
In the interest of strengthening alignment with overall business objectives, technical service and support organizations are streamlining their support models by blending the service desk and desktop support, enhancing remote and mobile support, bolstering...
Date Published - Last Updated October 31, 2014
Join us on August 18 for a sneak peek at the DevOps FUSION Summit!
What are the practical steps that managers and executives in IT organizations can take to improve the transfer of knowledge between various teams?...
Date Published - Last Updated September 2, 2015
Most organizations think about communication best practices with reference to major outages, and events, but don’t consider the impact good communication can have on first contact resolution (FConR) and mean time to resolve (MTTR), even in a day-to-day context. Large outages attract a great...
Date Published - Last Updated October 13, 2015
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Many change programs start on the heels of one-too-many disastrous change-related failures. Your CIO wants IT change management, and tag, you’re it!
If you’re new to...
Date Published - Last Updated April 4, 2017
Catalog sprawl, or the existence of many service catalogs in a single organization, was identified as a problem by 66 percent of respondent organizations in recent HDI research (a further 19 percent identified it as "somewhat of a problem"). However, even though many organizations consider it...
Date Published - Last Updated February 23, 2016