The seven guiding principles of ITIL 4 take the focus off process and place it squarely on value.
Date Published July 9, 2019 - Last Updated December 17, 2019
Jeff Rumburg defines how value is created in IT service and support.
Date Published June 27, 2019 - Last Updated December 17, 2019
Learn how Infinite Campus's support team set aside the traditional hierarchical org chart and embraced self-management and autonomous leadership.
Date Published June 18, 2019 - Last Updated December 17, 2019
Beware of comments and assumptions that can lead to service delivery that is simply adequate rather than exceptional.
Date Published June 11, 2019 - Last Updated December 17, 2019
Faced with a 40% turnover on the service desk, this manager tried a different approach to interviewing analyst and technician candidates, with great success.
Date Published June 6, 2019 - Last Updated December 17, 2019
HDI conducts extensive research throughout the year. In this webinar, we will review our 2019 research to date, examine what it means for the industry, and suggest areas that leaders should be paying attention to, including possible courses of action. We will review the latest...
Date Published June 3, 2019 - Last Updated September 24, 2021
Transformative training contains key components that are critical the learning process, and the learning process is critical to shaping attitudes and behaviors in the support organization. In this webinar, we’ll discuss four key components of transformative training that...
Date Published June 3, 2019 - Last Updated September 24, 2021
Massive tech shifts are taking place in education, public services and healthcare. Billions of dollars are being spent on smart cities initiatives, learning environments, virtual programs, and healthcare settings. As a consequence, IT leaders are looking for new ways to address...
Date Published June 3, 2019 - Last Updated September 24, 2021
Organizations are increasingly caught between competing goals: They must meet compliance and cybersecurity requirements and produce stable technology environments while simultaneously allowing for high-velocity changes. How can these competing goals be managed?
In the...
Date Published June 3, 2019 - Last Updated September 24, 2021
Is enterprise service management (ESM) merely a hype term, or are organizations actually doing it? What are the business drivers for expanding service management out of IT and across the organization? Which lines of business are adopting service management? What advantages does...
Date Published June 3, 2019 - Last Updated September 24, 2021