The Keys to an IT Best Practice Reporting Framework

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

The Economic Impact of Support: What's Your Value Proposition?

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

The Future of Desktop Support: A Road Map

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

Beyond ITSM: Leveraging Service Management to Deliver Value Across Your Entire Organization

 

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

Supporting Distance Learners Through Remote Support: The SNHU Story

 

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

Beyond the Hype: What Service and Support Managers Should Know About AI

 

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

Integrating Knowledge Management and Virtual Agents for Self-Service Success

 

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

The Pursuit of Service and Support Excellence: A Case Study from Optum, Inc.

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HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized...

Date Published - Last Updated May 18, 2018

The Pursuit of Service and Support Excellence: A Roundtable with 2018 Award Winners

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HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized...

Date Published - Last Updated May 21, 2018