HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Tag(s): supportworld, support center, technology, workforce enablement, customer experience, desktop support, service management, metrics and measurements
Date Published October 4, 2018 - Last Updated December 13, 2018
Roy Atkinson interviewed Aprill Allen to discuss the urgent need for knowledge management, the efficacy of tools in the space, and more.
Tag(s): supportworld, knowledge management, automation, support center
Date Published September 27, 2018 - Last Updated December 13, 2018
Chat has the potential to both improve customer satisfaction and reduce the cost per ticket. Learn what metrics matter for chat.
Tag(s): supportworld, metrics and measurements, chat, technical support, workforce enablement
Date Published September 18, 2018 - Last Updated February 11, 2019
Julie Mohr set out to understand AI and all it has to offer the field of service and support. She came away with a fully functioning chatbot.
Tag(s): automation, supportworld, support center
Date Published September 12, 2018 - Last Updated February 8, 2019
Roy Atkinson interviews service management and security expert Stuart Rance to discuss the state of ITSM, what we can learn from DevOps, and much more.
Tag(s): supportworld, ITSM, devops, service management
Date Published September 11, 2018 - Last Updated December 13, 2018
There is still heated debate about which is better, or more relevant, or more modern: DevOps or ITSM.
Tag(s): supportworld, service management, ITSM, devops
Date Published August 8, 2018 - Last Updated December 13, 2018
The technical environment is getting more complex and diversified, and the demands put on the support center increase daily.
Tag(s): supportworld, support center, technology
Date Published July 18, 2018 - Last Updated December 13, 2018
Use lessons learned from the cloud to optimize service management.
Tag(s): supportworld, service management, ITSM, cloud computing
Date Published July 12, 2018 - Last Updated December 13, 2018
DevOps embodies the people, process, and technology philosophy by advocating that cultural transformation is as significant as digital transformation.
Tag(s): supportworld, service management, ITSM, IT service management, devops, culture
Date Published June 27, 2018 - Last Updated December 13, 2018
Learn what it takes for a company to be ready to adopt emerging technologies and remain competitive and efficient within their industry.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, agile, business alignment, change management
Date Published June 20, 2018 - Last Updated December 13, 2018