Support Center

In a recent poll of senior IT leaders by HDI, 60% of respondents said their top priority is business transformation, and 64% said they are investing in solutions to support business transformation. Digital transformation touches every aspect of business and depends upon...

In recent research, HDI found that 32% of organizations were planning to adopt the principles and practices of service management in lines of business other than IT, in addition to the 27% who said they have already done so. Why are so many organizations adopting enterprise...

Our customers changed where and how they work. Their needs and expectations have transformed along with their environment, and our service strategy must keep pace as the modern workplace evolves. Say goodbye to your music on hold, business hours, and carefully limited scope of...

While it’s still early days for artificial intelligence (AI), it’s clear that AI means business. In a June 2020 study conducted by Omdia, researchers found that more than 50% of respondents had deployed or were planning to deploy AI in five of seven business...

Keeping remote teams engaged was a challenge before the pandemic. Here we are, one year later – with limited to no in-person team interaction – and finding ways to support impactful team interactions and understand skill and knowledge gaps can be challenging and...

We could all use a little more time in our schedule, but something new pops up every time we catch our breath. We cannot always anticipate the unexpected, but we can take steps to handle the work we know about more efficiently. For example, password reset requests persistently...

For years, service desks and support centers have been optimizing the way they work. By doing so, they’ve been able to keep up with increasing demand for services, but not able to leap ahead. Now there is the promise of emerging, enhanced technologies to assist users and...

Customer expectations are continually rising, and that’s not likely to change anytime soon. At the same time, IT leaders are feeling the pressure to do more with fewer resources and smaller teams. Finding the right balance between cost, quality, and speed has never been...

If your organization’s goal is to reduce friction so your customers can experience your products and services in new and exciting ways, you’re going to need to rethink how and why you’re doing what you’ve always done. More and more people are gaining...

The modern organization needs to provide a reliable, secure way for customers, vendors, and remote employees to both access the resources they need to do their work, and to receive support where they are, when they need it. HDI’s annual research shows that Remote Control...