A well-designed, highly automated reporting framework that utilizes a balanced approach, effective graphics, clear targets, and real-time and periodic reporting, along with analysis and recommendations, is absolutely essential for IT service management to be effective in delivering quality...
Date Published - Last Updated December 30, 2014
Most IT departments can tell you how much they spend on support, but few can quantify the economic impact of support. The result is that many technical service and support organizations are on the defensive when it comes to budgeting and spending, and often struggle to get the funding needed to...
Date Published - Last Updated April 29, 2015
Does “desktop support” have a future? The HDI Desktop Support Advisory Board thinks it does, and this white paper is a road map that will help organizations navigate the changes ahead.
Date Published - Last Updated April 30, 2015
Date Published - Last Updated March 27, 2025
As service management frameworks, concepts, and tools expand beyond the IT function, IT leaders and their teams play a critical role in helping define and explain the benefits of implementing a service-focused mindset across every business function. But it is important to...
Date Published - Last Updated January 25, 2023
More and more students are taking advantage of online college resources, often in the form of distance learning programs. In fact, a 2018 study by the Babson Survey Research Group found that distance program enrollments have increased for 14 consecutive years. The total...
Date Published - Last Updated September 24, 2021
Articles, headlines, blogs, and presentations about AI are everywhere, most being either apocalyptic (we’ll all lose our jobs) or utopian (we won’t have to work) about how AI will affect the near future. In this webinar, industry analysts Stephen Mann and Roy...
Date Published - Last Updated September 24, 2021
Knowledge management is more critical than ever. Advanced technologies, such as virtual agents, chatbots, and AI, require that organizations have knowledge organized and accessible to the “smart machines.” One of the goals of knowledge management is to provide...
Date Published - Last Updated September 24, 2021
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HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized...
Date Published - Last Updated May 18, 2018
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HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized...
Date Published - Last Updated May 21, 2018