Service Management

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The HDI Knowledge-Centered Support Award recognizes an organization that has successfully implemented or improved upon a Knowledge-Centered Support...

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.

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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...

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...

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Configuration management is about...

Hear Buff Scott and Jim Bolton discuss the keys to success for implementing problem management and provide insight and tips for overcoming common roadblocks. This webinar will explore many important topics, such as the foundational elements that need to exist, the data you should be...

Technology never stops evolving. So we’re left with a choice: evolve with it or get left behind. Because of these rapid changes, the technical support world is playing catch-up, trying to meet the demands of the latest litany of industry buzzwords: the cloud,...

The current world of IT is complex, and getting more complex every day. The business appetite for information is increasing, and our traditional approach to managing and curating demand must accelerate in response. To satisfy this demand, many are looking to adopt agile development...

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...

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...