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
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
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
A well-designed, highly automated reporting framework that utilizes a balanced approach, effective graphics, clear targets, and real-time and periodic reporting, along with analysis and recommendations, is absolutely essential for IT service management to be effective in delivering quality...
Date Published - Last Updated December 30, 2014
Schools have long offered technology education, taught by specialist computer teachers, typically in dedicated labs, in high schools, middle schools, and even at the elementary level. But today, large and small districts across the country are adopting mobile devices as essential tools, and far...
Date Published - Last Updated February 26, 2016
As service management frameworks, concepts, and tools expand beyond the IT function, IT leaders and their teams play a critical role in helping define and explain the benefits of implementing a service-focused mindset across every business function. But it is important to...
Date Published - Last Updated January 25, 2023
While the practice of problem management isn’t new, the buzz surrounding its implementation and benefits continues to grow as organizations mature and move beyond incident management. HDI recently conducted a survey of 475 technical support professionals, across more than thirty vertical...
Date Published - Last Updated February 26, 2016
Knowledge management is a hot topic in our industry, with more and more organizations making it a priority each year. And as with any enterprise initiative, such as ITIL, outsourcing, or any number of equally dynamic implementations, it’s success depends on the participation and buy-in of the...
Date Published - Last Updated February 26, 2016
Knowledge has exploded, and by that I mean, knowledge is everywhere. Knowledge is accessible. Knowledge has been democratized, crowdsourced, repurposed, remixed, and regurgitated. Where knowledge was once scarce, it is now abundant. Where knowledge was once controlled, it is now free. It’s taken...
Date Published - Last Updated February 25, 2016
ITIL, the best practice framework formerly known as the IT Infrastructure Library, has played a big role in the evolution of corporate IT. Love it or hate it, it’s hard to dispute the fact that ITIL has done much to improve the professionalism and performance of technical service and support...
Date Published - Last Updated February 26, 2016