Spotlight on Enterprise Service Management

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

www.thinkhdi.com/events/webinars/2017/change-management-survival-guide.aspx

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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

Service Catalog Sprawl: Is It a Problem Worth Fixing?

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

Date Published - Last Updated July 21, 2016

Keys to Success with Effective Problem Management

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...

Date Published - Last Updated August 25, 2021

Navigating Evolving Support Models

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,...

Date Published - Last Updated December 30, 2014

Framework Fusion: ITSM, DevOps, and You

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...

Date Published - Last Updated March 17, 2015

HDI Buyer's Guide Live: Expanding the Influence of Service and Support Management

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

Good Communication Practices Aren’t Just for Major Outages

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

Date Published - Last Updated December 30, 2022