The mere availability of a technology doesn’t mean it will be successful in the future; there are many other factors at play (societal, political, organizational), and most of these technologies will have no impact on customers or technical support. But some will, and, in fact, already are. In...
Date Published April 23, 2015 - Last Updated February 26, 2016
No matter how great the IT department is doing behind the scenes, it’s the frontline service desk that everyone sees. Since the service desk is the face of the IT department to the company, that face should have a smile on it, be familiar and helpful, address issues quickly, and keep everyone...
Date Published April 23, 2015 - Last Updated May 11, 2016
What is K-Flow, and how can it be used to promote and drive continuous improvement in the support organization?
Date Published March 4, 2015 - Last Updated June 27, 2016
KCS is by far the best methodology for support centers, but in the journey to drive organizations to it, there are numerous challenges.
Date Published February 18, 2015 - Last Updated June 27, 2016
The pace of change is dizzying and the consumerization of IT is forcing profound changes in how organizations deliver IT services.
Date Published January 16, 2015 - Last Updated May 11, 2016
Before choosing a new service management tool, you need to know what your service management needs are and also what the expectations of your business are.
Date Published January 1, 2015 - Last Updated May 11, 2016
This infographic shares five ways to impress your customers in technical support. From knowing which inbound contact channels are most utilized to staying on top of how customers feel about the support they receive, this graphic is chock full of statistics about the industry based on HDI's research.
Date Published December 12, 2014 - Last Updated March 10, 2021
Here's everything we have on the topic of service management.
Date Published November 17, 2014 - Last Updated March 27, 2025
The expansion of the principles of IT service management (ITSM) to areas outside of IT has been a topic of conversation in the hallways and gathering places at conferences and meetings for several years. In order to learn how service support practices have adapted and been adapted as a result of...
Date Published October 15, 2014 - Last Updated March 10, 2021
It can be a challenge to find professionals that have the right mix of technical and customer service skills to be successful as desktop support technicians (DSTs). Learn about the requirements and expectations for DSTs so you can better address the hiring challenge from both the recruiting and...
Date Published October 15, 2014 - Last Updated March 10, 2021