Experts predicted that it would take some time for the industry to adopt cloud technology because of initial limitations, but all that has changed as the capabilities have become scalable to meet differing needs. Best-of-breed capabilities, customizable user interface, availability, and...
Date Published June 1, 2021 - Last Updated July 26, 2021
We group 10 great columns from Jeff Rumburg of MetricNet that examine some of the key performance indicators of the IT service and support industry. Each column can serve as a great introduction or refresher of the way we measure how the job gets done.
Date Published May 26, 2021 - Last Updated January 20, 2023
We ask five questions of Lisa Kemp Jones, who leads the Customer Engagement unit of IT Services at UCLA and is part of HDI’s Strategic Advisory Board. She recommends keeping your eyes, ears, and mind open at every stage in your career.
Date Published May 25, 2021 - Last Updated July 26, 2021
While some hacks are sophisticated, many more rely on gaining the trust of employees to gain essential credentials to compromise security. Implementing cybersecurity best practices will enable your organization to work productively and safely without having your information hijacked by...
Date Published May 19, 2021 - Last Updated July 26, 2021
There is an impulse to deliver exceptional service to all, and the prospect of offering premium service seems to run counter to that. However, if you can establish great service as the baseline, then offering premium-level service for those who can pay makes the business model more affordable...
Date Published May 18, 2021 - Last Updated July 26, 2021
In our continuing series on shifting to a value-driven service management model, Alma Miller discusses the lessons she learned from a disastrous 24-hour road trip with her family. During the trip, she learned the value of abandoning a plan that isn’t working for all stakeholders.
Date Published May 17, 2021 - Last Updated December 16, 2021
New AI may now be able to take on repetitive managerial tasks. Here’s a case for utilizing new automation tools to ensure that your organization’s processes and procedures are followed efficiently and correctly, and an introductory overview of workflow automation.
Date Published April 28, 2021 - Last Updated July 26, 2021
E-commerce sales are booming, and businesses have chosen expediency over security as they raced to keep up with customer demand during the COVID-19 pandemic. As the dust now settles on that sea change, it pays to find ways to make sure every transaction is secure.
Date Published April 28, 2021 - Last Updated July 26, 2021
One of the easiest tools to assist in continuous process improvement is the process control chart. It can help track when things go outside the norm, and help you diagnose problems in your service management. Here is a quick overview.
Date Published April 20, 2021 - Last Updated July 26, 2021
Every change initiative may die a silent death unless it is clearly documented and the process solves the problems your workforce faces. Here is a look at the value of clearly documenting processes, and then checking to make sure that what is written is what is being done.
Date Published April 14, 2021 - Last Updated July 26, 2021