Learn how this support organization defined their purpose, leveraged teamwork, focused on the customer, and set goals to become a valued service provider.
Date Published August 14, 2018 - Last Updated December 13, 2018
HDI members share tips and techniques for getting end users engaged with your self-service portal.
Date Published July 31, 2018 - Last Updated December 13, 2018
Initiating new vs. known analysis will show you if your organization is maturing in its KCS process adoption.
Date Published July 26, 2018 - Last Updated December 13, 2018
Is your support organization able to provide consistent service and deliver business value? If not, perhaps it’s time for an improvement initiative.
Date Published July 25, 2018 - Last Updated December 13, 2018
The technical environment is getting more complex and diversified, and the demands put on the support center increase daily.
Date Published July 18, 2018 - Last Updated December 13, 2018
Companies are focusing on hiring employees with skills that thrive in a culture that embraces change and innovation.
Date Published June 19, 2018 - Last Updated December 13, 2018
HDI members weigh in on what qualifies as First Call Resolution in this discussion thread from HDIConnect.
Date Published June 12, 2018 - Last Updated December 13, 2018
Enterprise services such as HR, payroll, and facilities have an opportunity to build upon the proven best practices of IT service management.
Date Published June 7, 2018 - Last Updated December 13, 2018
In 2018, HDI assembled a panel of industry experts and practitioners to create content to help technical support and service management professionals excel in their jobs and advance their careers.
Date Published May 17, 2018 - Last Updated December 13, 2018
The first step to calculate the ROI of training includes developing your training goals, baselining current performance, and creating actionable learning objectives.
Date Published May 16, 2018 - Last Updated December 13, 2018