Harness the power of chatbots to offload simple support questions and scale your service desk operations.
Tag(s): supportworld, service management, support center, knowledge management, chat
Date Published July 17, 2019 - Last Updated December 17, 2019
Are you suffering with an ITIL adoption that has fallen short? DevOps thinking can help, but that doesn’t mean that you must scrap what you’re doing with ITIL.
Tag(s): supportworld, service management, ITSM, ITIL, devops
Date Published July 2, 2019 - Last Updated December 17, 2019
Roy Atkinson interviewed Donna Knapp about DevOps, ITSM, ITIL, organizational change, and more.
Tag(s): supportworld, service management, ITSM, devops, ITIL, podcast
Date Published May 22, 2019 - Last Updated December 17, 2019
Roy Atkinson interviewed Chris Chagnon to discuss analytics, artificial intelligence (AI), self-help, and much more.
Tag(s): supportworld, support center, self-service, automation, technology
Date Published April 25, 2019 - Last Updated December 17, 2019
Employ these 10 tips on automation and reporting for service desk success.
Tag(s): supportworld, metrics and measurements, automation, reporting, reporting-and-analytics
Date Published April 4, 2019 - Last Updated December 17, 2019
How do you manage the changes being implemented by your cloud hosting vendor that could adversely affect your services and your customers?
Tag(s): supportworld, ITIL, ITSM, service management, cloud, change management
Date Published February 27, 2019 - Last Updated December 17, 2019
Stephen Mann discusses why implementing new technologies is difficult, what to look for in tools capable of Enterprise Service Management, and much more.
Tag(s): supportworld, podcast, service management, ITSM, technology
Date Published February 12, 2019 - Last Updated December 17, 2019
HDI has assembled a panel of industry experts and practitioners to share tips, tricks, and insights to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, customer experience, desktop support, metrics and measurements, service management, support center, technology
Date Published February 11, 2019 - Last Updated December 17, 2019
HDI’s Top 25 Thought Leaders were challenged to share a must-read article or blog. Here’s what they had to say.
Tag(s): supportworld, workforce enablement, technology, support center, service management, customer experience, desktop support, metrics and measurements
Date Published February 8, 2019 - Last Updated December 17, 2019
Roy Atkinson and Pete McGarahan discuss the shift-left strategy, knowledge management, data management, communicating value, and much more.
Tag(s): supportworld, service management, ITSM, knowledge management, automation, metrics and measurements
Date Published January 30, 2019 - Last Updated December 17, 2019