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
Service and support organizations need to reduce transactional work that consumes time and resources and provide more opportunity for value-added activities.
Date Published April 20, 2018 - Last Updated December 13, 2018
Improving the customer experience is not a project. It is a journey that requires a long-term commitment at all levels of the organization.
Date Published April 5, 2018 - Last Updated December 13, 2018
Why do end users or customers ignore issues and continue to suffer, rather than contact support and get the issues addressed?
Date Published April 4, 2018 - Last Updated December 13, 2018
Optum’s End User Technology Services harnessed a focus on teamwork and implemented centralized services where needed to help them achieve team excellence.
Date Published March 28, 2018 - Last Updated December 13, 2018
Marsh & McLennan tackled a growing service desk, software updates, language barriers, and integration from mergers and acquisitions to achieve team excellence.
Date Published March 27, 2018 - Last Updated December 13, 2018
The Houston Independent School District overcame challenges with leadership turnover, hardware rollouts, knowledge management, and business systems to achieve team excellence.
Date Published March 26, 2018 - Last Updated December 13, 2018
Western Kentucky University’s IT division set out to implement KCS, despite previous knowledge management efforts ending in frustration.
Date Published March 21, 2018 - Last Updated December 13, 2018