Personalized support for VIPs can be expensive, but the value tends to outweigh the costs.
Date Published - Last Updated May 11, 2016
Is this the year the walls around IT and support finally come down, once and for all? There is a well-recognized chasm in many enterprises. On one side are the engineers and support people who keep the organization on the technological cutting edge; on the other is ...
Date Published - Last Updated February 26, 2016
At some point or another, we’ve all fantasized about starting a business and, of course, being a great success. Is managing a service desk really all that different? I’m always telling my students and clients that they need to run support as a business within the business. This is one of the...
Date Published - Last Updated February 25, 2016
Everyone, from executives to frontline employees, tells me the same thing: When people report on issues or projects, they usually provide way, way too much information—the dreaded TMI. So how do we solve the problem? By using my Inquire to Influence™ strategies, you’ll be able to connect and...
Date Published - Last Updated February 25, 2016
Service desks come in all shapes and sizes, depending on the needs of those they serve. Service offerings, KPIs, and service level targets will vary, and some will meet those needs better than others, providing not just business value but a partnership based on common goals. However, what holds...
Date Published - Last Updated February 26, 2016
For this issue, HDI invited influential members from across all segments of our community to provide a snapshot of key imperatives that will guide 2013 initiatives. This unique collection of essays offers a rare glimpse inside technical service and support organizations, spanning healthcare,...
Date Published - Last Updated February 25, 2016
It’s no secret that customers really want just two things from their interactions with the service desk: speed and accuracy. They want someone to answer the phone quickly, someone who can help them with their problems, and someone who can provide solutions that are correct and helpful. So, if...
Date Published - Last Updated February 25, 2016
While the total number of incidents/service requests, the potential impact of restricted access, and ease of automation will all vary by service, type of support, company, industry, etc., automation is subject to the greatest variability. Executing on a vision is certainly easier said than done,...
Date Published - Last Updated February 25, 2016
For more than twenty years, the technical service and support industry has been trying to arrive at a common understanding of IT/business alignment. But why is this subject so important? Well, IT/business alignment has long been seen as one of the keys to synching IT’s goals with the business’s...
Date Published - Last Updated February 25, 2016
While BYOD and broader consumerization trends may be turning the corporate IT world upside down, such factors have long been a reality in the campus IT environment. But that doesn’t mean that university IT departments are immune to the changing expectations of today’s empowered device owners.
Date Published - Last Updated February 25, 2016